IT Service Management Specialist
- Data Intensity
- 2 - 7 years
- Hyderabad
- 4 months ago
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Job Description
The Data Intensity ITSM function is primarily responsible for the definition, adoption, enforcement and maturation of all operational policies, processes, procedures and tooling which govern the variety of IT services that are offered to customers.
Together with:
The ITSM Major Incident Manager role fits within the Data Intensity ITSM function, with primary responsibility for providing 24x7 support and governance of Major Incident Management, as well as ancillary responsibilities for providing governance of all ITIL and ITSM processes and standards across a global operational support environment.
As leaders within this function, the objective of this role is to ensure stringent SLA levels are maintained across a diversified technical landscape and geographical customer base, with emphasis on continual service improvement and customer satisfaction.
This position demands the ability to:
- Coordinate a wide variety of tasks across multiple technical and procedural disciplines.
- Close engagement with technical staff, senior management and customers.
- Enforce compliance against all agreed ITSM policies, processes and SOP s across the wider Data Intensity operational landscape.
In combination with:
- Overall leadership, coordination and delegation of duties for all Major Incidents. Including but not limited to
- Initiating all P1 and P0 events as defined by the Major Incident Management process.
- Tracking all activity related to major incidents as defined by the Major Incident Management process.
- Internal and Customer communications throughout the life cycle of the Major Incident as defined by specific SLA s.
- Functional and hierarchical escalations and delegation as defined by the MIM process.
- Governance and adherence of incidents as defined by the Data Intensity Incident Management policies and processes.
- Governance and adherence of problems as defined by the Data Intensity Problem Management policies and processes.
- Governance and adherence of requests as defined by the Data Intensity Request Management policies and processes.
- Governance and adherence of changes as defined by the Data Intensity Change Management policies and processes.
- Provide Change and Emergency change oversight and approval.
- Maintenance of the Data Intensity CMDB as defined by the Data Intensity Configuration Management policies and processes.
- Maintenance of the Data Intensity KMDB as defined by the Data Intensity Knowledge Management policies and processes.
- Governance of SLA adherence across technology operations.
- Provide and develop reporting, as requested, and defined by the ITSM management team.
- Act as the main conduit of escalation and communication of customer issues, operational process deficiencies and resourcing constraints.
- Feed into RFO and RCA diagnosis where applicable and as defined by the MIM process.
- Provide insight and recommendations on process development and maturation with the aim of continual service improvement.
- The ability to work autonomously and make decisions based on agreed policy, process, and SOP s.
- Flexible and adaptable to changing priorities and requirements.
You are the best candidate if you have:
- 2-year degree from University/College or equivalent experience.
- Bachelor s Degree preferred but not required.
- ITIL foundation as minimum
- The role of the ITSM Shift Manager requires strong leadership experience and an aptitude for leading discussions and escalations at both Internal and Customer levels, and it is expected that the ITSM Shift Manager has excellent verbal and written English communication skills.
- It is expected that the ITSM Shift Manager has excellent verbal and written English communication skills.
- ITSM Shift Managers must demonstrate excellent leadership and teamwork capabilities, as well as effective organizational skills and the initiative to prioritize workloads.
- 5-7 years experience in a similar role.
Job Classification
Industry: Management ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Incident ManagementEmployement Type: Full timeContact Details:
Company: Data IntensityLocation(s): Hyderabad+ View Contact
Keyskills: IT services RCA Change management operational support Configuration management Resourcing Problem management Incident management ITIL Operations
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