Job Description

Role : Service Operation Manager ( Incident Management )
Shift : Night Shift ( 9:30 pm IST to 8:30 am IST)- Wednesday to Friday
And (8:30 pm to 8:30 am ) - on Saturday (4 days working )

Detailed Job Description :

Service Operations Manager (SOM) Rackers will be required to deliver at least one (1) of the key IT Service Management (Incident, Problem and/or Change Management) responsibilities detailed below.

INCIDENT MANAGEMENT:
The Service Operations Manager (IM) 2 role would be responsible for the following:
Manages the drive to resolution of, and communications of, single customer and multi customer incidents that cause considerable impact or have the potential to impact our customers, business-critical operations, internal systems, or internal infrastructure
Provides coordination for various technical teams, guiding them in their efforts during the Incident Management lifecycle
Drafting Pre-RCA Customer Incident Reports for managed incidents
Contributes towards the management of Incident Management Reporting

PROBLEM MANAGEMENT:
The Service Operations Manager (PM) 2 role would be responsible for the following:
Maintaining software systems once they are up and running and, where necessary, support the problem manager in coordinating the resolution of any problems
Review emerging and recurring problems and perform root cause analysis to minimise the adverse impact of incidents caused by errors within the IT infrastructure
Work closely with major incident managers
Facilitate and Scribe Root Cause Analysis reviews
Coordinate and direct all facets of the problem management effort, including bringing the right teams, tools, and information together
Delegate subtasks to other team members as they see fit
Manage the lifecycle of all Problems
Maintains information about Known Errors and Workarounds.
Supports the Service Operations Manager (PM III) in maintaining information about Known Errors and Workarounds.
Supports the Service Operations Manager (PM III) in managing all elements of Customer Risk Management Governance and Reporting
Supports the Service Operations Manager (PM III) in managing all elements of Customer Delivery Excellence Facilitation and assign workloads to the most appropriate Rackers to drive service improvement and stability
Supports the Service Operations Manager (PM III) in Facilitating Customer Hypercare sessions and assign workloads to the most appropriate Rackers to drive service improvement and stability

CHANGE MANAGEMENT:
The Service Operations Manager (CM) 2 role would be responsible for at least the following:
Ensuring all changes to live environments are progressed using the prescribed change process.
Providing internal and customer facing updates on changes in the system.
Validating initial prioritisation and categorisation of Requests for Change
Collaborating with the initiator of a change and returning incomplete or incorrect RFCs.
Managing a busy change team mailbox and ticketing queue, prioritising and actioning items as required
Ensuring all emergency changes are justified
Proactively reviewing the forward schedule of change to avoid conflicts and therefore increased risk to the customer.
Running ad hoc and scheduled reporting for the business and customers
Performing impact risk assessments of changes to ensure minimal disruption

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Skills

Managerial Skills ,

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Qualifications

• SAP KNOWLEDGE
• MCom
• BCom