Assistant Manager - Service Delivery
6-8 yearsNoidaGraduation/Post Graduation

Responsibilities

  • Come up with initiatives to continuously improve service performance and reliability
  • Track and optimize the cost of infrastructure & operations
  • Design, build and configure tools to monitor platform status & performance
  • Publish up-to-date platform status performance to stakeholders
  • Set up alerts notifying teams before potential issues escalate to a service outage
  • Engineer, implement and monitor security measures for the protection of computer systems, networks, information
  • Perform security incident analysis and make sure actions are taken to eliminate the loophole
  • Collaborate with pre-sales on on-boarding of new customers
  • Provide oversight for the service management processes that provide consistent interfaces between customers & service providers in areas of the incident, request, problem, configuration, capacity, availability and change management are adopted and managed across the enterprise 
  • Primary contact for all customer escalations and facilitates and participates in monthly/quarterly activity and performance reviews with clients 
  • Provide guidance regarding industry "best practices" and/or known trends as they apply to help desk support services and related deliverables
  • Ensure knowledge management best practices are followed and integrate continual service improvement processes to continually refine & improve service desk performance
  • Understands the ITSM framework and identifies gaps in processes while offering solutions to fill them  
  • Ensures proper maintenance and administration of ticketing platforms and all aspects including forms, workflows, categories etc. 
  • Processes & documents escalation paths and provide status updates to the client regarding escalated tickets 
  • Ensure alignment of ITSM, Agile, and other emerging development methodologies
  • Conform to the standards as dictated by ISO 20000 & 27001  
  • Manage the resolution of urgent incidents in accordance with defined SLA management processes to restore services as quickly as possible 
  • Produce and/or contribute to all System availability reports and dashboards in accordance with Service Level Agreements (SLAs)  
  • Experience working with supporting technologies, including, but not limited to, remote assistance industry-standard ITSM platforms such as ServiceNow, Zendesk, etc.  
  • Ability to explain/relay IT and complex issues to various levels of end-users 


Requirements


  • Minimum experience of 3-4 years of experience in a similar capacity
  • At least 5 - 8 years of experience in applying and managing IT Service Management processes.
  • preferred Experience with Service Management tools and systems, including service catalogs,  knowledge base management, and reporting tools;
  • Good interpersonal skills and relationship building skills. Excellent customer service skills to be able to serve customers in a team-oriented, collaborative environment;
  • A proven track record of working in a similar capacity providing 24 x 7 IT Infrastructure management support to global customers
  • Basic understanding of Cloud Infrastructure (AWS), Operating Systems (Linux & Windows), Web. Technologies (Apache, Nginx etc.)
  • Experience in leading a team of 4-5 Cloud Operations Engineers


Assistant Manager - Service Delivery
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