ITSM Service Management Lead – IT Services & Operations (Manager Position)
Position
1
Department
Digital Technology
Sub-department
IT Services & Operations
Reporting to
VP – Site Reliability Engineering
Reporting to
Abhishek Dennis Eusebius
Location
Gurugram – 90C
Location
Gurugram – 90C
JOB SUMMARY:
Responsible for L1-Service Desk/IVR, Incident, Problem & Change Management, Major/Critical Incident Management, Continuous Service Improvements, Compliance & Audit, ITGC controls.
Key Responsibilities, relationships & measure of success:
Expert in Major Incident, Problem (RCA & RCCA), Change Management & L1 Support Service Desk/IVR environment/setup.
Lead Sev1/2 issues along with effective problem management
Manage and maintain ITSM systems and processes to ensure high availability, performance, and scalability.
Develop and implement processes and tools to enable efficient service delivery and incident resolution.
Collaborate with stakeholders to define ITSM service levels and ensure service level agreements (SLAs) are met.
Provide technical leadership and guidance to the ITSM team members and stakeholders.
Mentor and guide team members to enhance their skills and knowledge.
Contribute to continuous improvement initiatives to optimize ITSM processes and tools.
Collaborate with development, operations, and service delivery teams to ensure the effective integration of ITSM processes into overall service delivery frameworks.
Define and implement metrics and KPIs to measure the effectiveness of ITSM processes and services.
Ensure compliance with ITIL best practices and industry standards.
Leading the response to major incidents that impact IT services and infrastructure
Write C Suite – Executive Summaries for Major incidents.
Coordinating with relevant teams to diagnose and resolve major incidents
Analyzing incidents and identifying their root cause
Managing changes to IT systems and infrastructure
Evaluating change requests and assessing their impact on services and systems
Design and implement IVR strategies to enhance customer experience and reduce service desk workload.
Ensure the efficient and effective operation of our IVR system.
Manage vendor relationships and contracts related to ITSM processes and tools.
Key competencies/skills required and experience:
Bachelor's degree in Computer Science, Information Systems, or related field.
6+ years of experience in IT service desk operations and IVR system management.
Strong technical skills in service desk tools and systems, such as CARS (Symphony Summit), Service Now, Jira, BMC Remedy etc.
Hands On Experience of ITIL best practices and industry standards
Excellent Customer service experience.
Experience in designing and implementing IVR strategies, including call routing and self-service options.
Experience in managing and improving service desk operations, including incident management, request fulfillment, problem management, and change management.
Experience in leading and mentoring team members.
Excellent communication and collaboration skills with the ability to work effectively with cross-functional teams.
Strong analytical and problem-solving skills with the ability to identify and resolve complex technical issues.
ITIL 4, ITIL Expert Certified – Preferably.
Job Description
Position
ITSM Service Management Lead – IT Services & Operations (Manager Position)
Position
1
Department
Digital Technology
Sub-department
IT Services & Operations
Reporting to
VP – Site Reliability Engineering
Reporting to
Abhishek Dennis Eusebius
Location
Gurugram – 90C
Location
Gurugram – 90C
JOB SUMMARY:
Responsible for L1-Service Desk/IVR, Incident, Problem & Change Management, Major/Critical Incident Management, Continuous Service Improvements, Compliance & Audit, ITGC controls.
Key Responsibilities, relationships & measure of success:
Expert in Major Incident, Problem (RCA & RCCA), Change Management & L1 Support Service Desk/IVR environment/setup.
Lead Sev1/2 issues along with effective problem management
Manage and maintain ITSM systems and processes to ensure high availability, performance, and scalability.
Develop and implement processes and tools to enable efficient service delivery and incident resolution.
Collaborate with stakeholders to define ITSM service levels and ensure service level agreements (SLAs) are met.
Provide technical leadership and guidance to the ITSM team members and stakeholders.
Mentor and guide team members to enhance their skills and knowledge.
Contribute to continuous improvement initiatives to optimize ITSM processes and tools.
Collaborate with development, operations, and service delivery teams to ensure the effective integration of ITSM processes into overall service delivery frameworks.
Define and implement metrics and KPIs to measure the effectiveness of ITSM processes and services.
Ensure compliance with ITIL best practices and industry standards.
Leading the response to major incidents that impact IT services and infrastructure
Write C Suite – Executive Summaries for Major incidents.
Coordinating with relevant teams to diagnose and resolve major incidents
Analyzing incidents and identifying their root cause
Managing changes to IT systems and infrastructure
Evaluating change requests and assessing their impact on services and systems
Design and implement IVR strategies to enhance customer experience and reduce service desk workload.
Ensure the efficient and effective operation of our IVR system.
Manage vendor relationships and contracts related to ITSM processes and tools.
Key competencies/skills required and experience:
Bachelor's degree in Computer Science, Information Systems, or related field.
6+ years of experience in IT service desk operations and IVR system management.
Strong technical skills in service desk tools and systems, such as CARS (Symphony Summit), Service Now, Jira, BMC Remedy etc.
Hands On Experience of ITIL best practices and industry standards
Excellent Customer service experience.
Experience in designing and implementing IVR strategies, including call routing and self-service options.
Experience in managing and improving service desk operations, including incident management, request fulfillment, problem management, and change management.
Experience in leading and mentoring team members.
Excellent communication and collaboration skills with the ability to work effectively with cross-functional teams.
Strong analytical and problem-solving skills with the ability to identify and resolve complex technical issues.
