Deputy Manager - Service Delivery
8-12 yearsNoidaGraduation/Post Graduation

Responsibilities


  • Understand the ITSM framework and implement the ITIL best practices based on the identified gaps in processes while offering solutions to the customers as well as the internal support teams.

  • Efficiently produce process performance dashboards and reports via ITIL best practices 

  • Facilitate new customers onboarding by effective collaboration with internal teams and customers.

  • Serve as a primary contact for all customer escalations, facilitate weekly, monthly and quarterly performance reports and reviews with clients 

  • Come up with initiatives to improve service performance continuously and reliability of the L1/L2/L3 team for enhanced customer service.

  • Ensure proper solutions and knowledge management best practices are followed. Also integrate continual service improvement processes to refine continually and improve service desk performance.

  • Manage restoration of service in case of critical incidents within defined SLA’s.

  • Ability to explain/relay IT and complex issues to various levels of end-users/customers





Requirements


  • Minimum experience of 3-4  years of experience in Service Delivery 

  • At least 7 - 10 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; 

  • Should have knowledge of  ITSM platform(s) such as ServiceNow, BMC Remedy, Freshdesk, etc. and also understands the administration of ticketing platforms with respect to forms, workflows, categories, etc. 

  • 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 Operations Engineers/Support Engineers



Deputy Manager - Service Delivery
Only .doc, .docx or .pdf file accepted
CAPTCHA
Please verify that you are not a robot.