Operation Manager
CoE- Managed IT Services
function
reports to
CoE - Managed IT Services
Program Manager
Job Family
Job Code
Department
proposed job band
PRO
key result / decision areas (outcomes)
- Contribute to short and long-term organizational planning and strategy as a member of the management team, effective Team Management thereby ensuring customer satisfaction.
- Manage and improve the effectiveness and efficiency of the service support delivery team.
- Define & ensure implementation of all key delivery strategies, processes, procedures, guidelines, tools, methods.
- Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
- Single point of contact for all operational requirements and all escalations within the scope of delivery.
- Satisfying customer queries and follow up on escalated issues.
- Periodic review with customer, trend analysis and reporting
- Ownership for IR, RCA, SIP documents
- Drive the operation effectively by following & applying the ITIL, ITSM & industry best practices.
- Driving Service Improvement Program, Initiate and execute structural improvement and efficiency programs.
- Drive Customer Service Management Review as well internal Management Reviews.
- Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
- Ensure appropriate quality controls and adherence to standards of performance through which Services are maintained, whether technical, operational, administrative or management activities and staff.
- Mentor/consult with team members, other organizations, customers, and vendors on complex issues
- Maintain high morale, satisfied and productive sub unit staff.
- Identification of sales opportunities arising from service delivery
- Identify Talent within the team & define the development plan for the employee.
proposed job band
PRO
1essential role related competencies, skills, certifications and experience
Technical & Functional Skills & Certifications
Familiarity with systems functionality and business continuity
Knowledge of using ITSM tool (Remedy/HPSD/ServiceNow)
Understanding and ability to defined service level commitments
Good Knowledge on ITIL framework.
Manage and coordinate activities during overall ticket life cycle.
Chair Bridge calls for effective coordination, incident resolution, service restoration
Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution. Follow the global Service Restoration Management Process
Possess excellent communication, interpersonal, people Management and Team Management skills.
Formulate skill improvement/ training plans and ensure successful execution of the same
Good knowledge and undestandint of IT infrastructure
education, qualifications, and certifications
Bachelor's degree in Computer Science, Engineering, Telecom, Business, or related field or equivalent
ITIL Foundation certification – Mandatory
ITIL Intermediate Certification -Preferred.
PMP certified - Preferred.
MBA / PGDBA - Preferred.
Technical certification like MCSE/CCNA/RHCE/VCP etc. – Preferred
Certification and experience on Azure/AWS – Preferred
experience
Minimum of 8 years' of overall experience in IT services field & minimum of 3 years of experience in managing a support operation
Extensive experience of IT infrastructure management, virtualization , cloud , network and security management
Experience of handling the remote infrastructure operation & should be highly proficientin ITIL/ITSM framework
Exeprience in managing 24x7 service delivery
Experience in driving Service improvement program , quality audits and ISO standards( 2K, 27K, 9K)
behavioral skills (interview rating sheet)
Rating Scale 1=NA, 2=Average, 3=Good, 4=Excellent, 5=Outstanding
1
Learning Agility & Flexibility
5
2
Results Orientation
4
3
Customer Service Orientation
5
4
Team Work & Collaboration
4
5
Communication
5
6
Self Development
4
7
Problem Solving
5
8
Personal Drive & Coping with Pressure
5
9
Global Effectiveness
5
10
Operational & Financial Excellence
4
