Overall Objectives of Job:

• Primary point of contact for IT service levels and issues for customer, Global IT CSM & business DPE.
• Support overall customer relationship and customer satisfaction
• Responsible for Security and audit compliance, reviews & actions
• Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to agreed IBM/business contacts (as agreed with DPE/PE)
• Ensure Service Requests are action in line with contract commitments
• Reporting in IT Governance Status Meetings / Reports with PMO (Summary of Problem, Incident/RCA, Change, Service Request, Service Level Metrics, IT Security Management / Audit Readiness, Contract Mgmt., Financial Mgmt., IT Operational Trending Analysis, etc.) ensuring IT Service Delivery is meeting business requirements
• Creating / Updating Account IT Service Delivery Management Wiki (including all diagrams and process documentation obtained from Transition)
• Responds to client IT requirements as specified in the contract or Statement of Work (SOW).
• From Account perspective, manages matrix of resources and coordinates with client and 3rd Party IT resources to deliver IT services and solutions to support the client organization.
• Owns quality of IT service provided by the IT delivery organization and responsible for tracking and reporting on service level performance.
• Internal and External Vendor management

• • Monitor and ensure SLAs are met, issues escalated and prioritized.
  • Monitor and feedback on the effectiveness of services provided by both internal and external vendor meeting business needs.
  • Establish Service Improvement and Analytics

• Manage IT Services delivery compliant with Group standard and local regulatory requirements.
• Engage with Delivery team and stakeholders to establish service continuity management and disaster recovery plan management
• Service Management team reporting
• Good Understanding of Infra & change/release management process

Qualification & Experience

• University degree in Computer Science, Management Information Systems or related
• Recommended to have 10+ years of relevant experience in IT operations from which around 3 - 5 years’ experience should be as Service Manager
• Experience in ServiceNow preferred, additional experience in Service Now CMDB is desirable
• Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security) and cloud ecosystems
• Exposure to
  • Working in multi-national teams and across countries and cultures to achieve solutions
  • Setting up OR managing global service delivery in a multinational organization
  • Knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Working with teams with internal/external suppliers in a multi-suppliers setup.
• PMP /PRINCE2, ITIL Certification
• A track record of Independent worker but a team-player; self-starter; business-minded; pragmatic; result-oriented with a 'can-do' attitude
• Ability to deliver high-quality results; and takes ownership of initiatives.
• Engaging personality who is able to build and maintain good working relationships and strong professional presence

Skills/Specific Tasks/Activities performed

Technical

• Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security),
• Experience in ServiceNow and Service Now Configuration management
• Microsoft Office knowledge (Word, Excel, Project, Powerpoint,…)
• Cloud Fundamentals ( Azure/AWS) Should know Cloud fundamentals
• Minimum 2 year experience in information technology or technical support : must to have 2 years of exp in IT as support Executive with hands on trouble shooting skills on Servers, Network, Azure, Active Directory (Basic)
• Extensive familiarity with Windows operating systems : must to have troubleshooting skills on desktop/laptop OS like Telnet, Tracert, GPO, Certificate management, web browser troubleshooting Outlook Troubleshooting etc.
• Working knowledge of security software options and functionality preferred: must to have exp in security application like Prisma, Splunk, Intune
• Exp in configuring authentication and authorisation mechanism for application: Must to have exp in SSO, Entra ID setup knowledge of SAML, Cert based authentication, IDP, App registration
• CompTIA A+ certification a plus : Certification prefered, must to have knowledge of network, firewall, Subnetting, Vnet peering
• Microsoft Cloud Certification
• Knowledge of Windows Server OS : One should have knowledge of Server OS 2016, 2019, Linux
• Experience working with Vulnerability management
• Basic knowledge of Programming skills : like Java, Sql, Angular
• Understanding of BCP and DR
• Backup strategy and configuration
• Advance troubleshooting skills

Functional / Domain

• Incident Management
  • Maintain and uphold incident management policies and procedures in accordance with ITIL processes.
  • Ensures effective communication and coordination of problem-solving efforts between support teams, account teams and customers.
  • Generate weekly reports on all open incident tickets and show non-compliant tickets and action items for escalation to management.
  • Collaborate with key stakeholders and program teams in compiling, analyzing and interpreting data.
• Change Management:
  • Process and coordinate change across all environments - Plan, schedule, co-ordinate and manage end-to-end movement of all changes through the development lifecycle to the live environment.
  • Act as a main point of contact for change communication ensuring that all stakeholders are aware of the high level and product-specific planning, scheduling coordination and communication of changes.
  • Identify potential risks and conflicts prior to a deployment and ensure that all necessary checks are carried out before approval is given to the deployment teams.
  • Ensuring that key stakeholders are kept informed through the service and change lifecycle and that expectations are managed
  • Reporting to operations leadership on change trends and events within the organization that will impact the business operations.
• Problem Management:
• • Maintains inventory of problems under analysis and their current progress and status.
  • Ensures production-raised Problem Records are communicated to Clients/Client Teams as appropriate.
  • Attends/Runs review meetings to drive completion and provide status on problem resolution.
  • Produces Problem Management reports.
  • Reviews trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues

Administrative / Compliance

• • Excellent communication and presentation skills, specifically dealing with staff at all levels and other parts of the organization, and with external contacts.
  • Proven training ability, demonstrating skills in material creation, user support and guidance.
  • The ability to influence decisions across all senior levels of management.
  • Excellent documentation skills with experience of creating support documentation for users and operations teams.
  • Ability to work independently and take responsibility.
  • Proven ability to show resiliency and be able to priorities key activities within the business while managing stakeholder expectations.
  • Excellent approach to planning work, managing priorities and using own initiatives to overcome issues.
  • Ability to cope in a technically complex and fast-changing environment.
  • Must be a team player and able to work collaboratively with and through others.