Assoc Servc Ops Exprt-Incident

5 - 7 years of experience
Job Description
Service Desk
_Define business/operations specific process workflow in a manner which is simple to understand and execute.
_Drive goals in synergy with customer CTQs (critical to quality)
_Overcome failure modes by tweaking Service operation procedures or people skill 
_Get tool shortcomings addressed either by improving system capability or work around steps to the automation / tool system team
_Document and conduct audits as per definition
Incident Management (IM)
_Propose and implement corrective steps for the failure modes identified
_Define processes for the given environment and train resources on same
_ Identify and pick CTQs which are influencers & manage multiple stake holders.

Problem Management
_Classify, diagnose & run Root cause Analysis (RCA)
_Identify permanent fix &  manage Known Error database
_Push for SLA & process compliance
_Interact with other stakeholders to achieve the above
Change Management (CM) _Monitor and control change window / process time lines
_Understand the change / change plan in question to the level of directing and assisting effective change
_Manage defined CM Processes and Procedures for appropriate Scripting, testing, Execution and Closure of the Change
Configuration Management
_Identify Configuration Information (Cis) & document and maintain as per process
_Configuration Management and other interrelated process
_Maintain and manage  configuration management database (CMDB) by updating CIs
Release Management (RM)
_Manage the Release Plans 
_Question RM time lines in order to have no or minimum disruption
_Analyze quality of tests done in order to avoid post roll out disruptions where needed from time line and test plan
Availability Management (AM)
_Recommend work around as needed with service restoration as the primary goal
_Work with other processes such as IM & PM in achieving AM goals
Financial Management (FM)
_ Manage service billing process as per signed off SOWs with customer               
_Manage defined cost allocation to various overheads.
Capacity Management (CM)
_Ensure adequate performance and capacity for all IT services
_Plan Capacity (responsible for its development and management)
ITSCM (Information Technology Service Continuity Management)
_Manage ITSCM process
_Interpreting  plans, test reports, etc.
_Communicate and maintain  awareness on ITSCM
_Integrate ITSCM within BCM (Business continuity management)
_Coordinate and arbitrate as required with stakeholders providing personnel, resources and funding
SLA management
_Understand failure modes of process & incorporate necessary controls to overcome failures
_Establish measurement parameters 

IT Security Management  
_Define IT security policies in conjunction with business requirements
_Document & define measurement parameters in line with metrics in SLA
Vendor Management (VM)
_Define & drive the efficiency and effectiveness of VM Process  
_Define process as per the requirement and document in a manner which is simple to understand and execute
_Define monitoring and measurement parameters for the process in-line with defined deliverable and signed-off SLA
_Review with Vendors on the SLA Metrics

Business Relationship Management
_Steer Service Reviews with customers and handle issues if any
_Discuss with customers initiatives taken as an outcome of C-SAT analysis

Technical Skills
IT Infrastructure Management (A)
Incident Management (F)
Problem Management (A)
IT Change Management (A)
Configuration Management (A)
Release Management (F)
Availability management (F)
Financial Management (A)
IT Capacity Planning (A)
IT Service Continuity Management (ITSCM) (A)
Service Level Management  (A)
IT Security Management (A)
Vendor Management (A)
Business Relationship Management (A)
Behavioral Skills
Email  Communication, Presentation, Public Speaking  (P)
Strategic Thinking, Transactions Processing, Planning (F)
Analytical Thinking, Scientific Temperament (F)
Interpersonal Skills (F), Nurturing Relationships (F)
Customer Service Orientation, Business Appreciation (F)

 Proficiency Legend: (A) - Aware;  (F) - Familiar;  (P) - Proficient;  (E) - Expert.
We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law.