Key Responsibilities 61 Must understand the overall setup of IT services and roles played by various service providers, including critical services and interdependencies 61 Define and govern event monitoring policies and framework to improve Service Availability 61 Drive process forums to identify and orchestrate opportunities to improve Service Reliability 61 Ensure cross dependencies across suppliers are handled efficiently to deliver quality RCA 61 Define and develop a comprehensive plan aligning to overall business continuity requirement to improve all aspects of the availability of IT services 61 Establish and maintain strong, productive relationship with customer’s key IT and business stakeholders to understand long-term organizational strategy and create aligning plan to meet future capacity and performance needs. 61 Provide oversight and assurance to ensure sufficient resources are available to meet business demands at all time and across all services 61 Recommend and implement suggestions for process improvements to meet the evolving business needs. 61 Drive forums to investigate and define operational issues and prioritize based on severity, risk, and/or strategic business needs. 61 Understand business drivers, customer strategy and act as a face of customer to the service providers for Service Endurance function. 61 Identify and lead initiatives to increase awareness and collaboration in the ecosystem. 61 Ensure process compliance, adherence and maintenance of Service Endurance related practices and tools by providing subject matter expertise and leadership advice.
Experience/Skill set 61 Brings strategic vision and thought leadership 61 Demonstrated experience in driving and managing Availability, Capacity, Event & Major Incident Management processes in multi-supplier environment. Experience of leading a team is a plus 61 Knowledge of IT application architecture, platform architecture, IT hosting & resilience management shall be an added advantage 61 Hands-on experience of at least one ITSM tool (ServiceNow, Salesforce, BMC Remedy suite, etc.) is required 61 Highly motivated individual with a positive attitude to work, and willingness to make changes to improve operational efficiency through innovation, process and procedure, and adopting new ideas and best practices 61 Excellent communication skills (both verbal and written) with the ability to interact and influence at all levels of the organization including senior management 61 Possess strong analytical and problem-solving skills 61 Understand how to interpret user feedback to increase service levels and enhance key touch points. 61 Exceptionally organized and well-versed in multitasking 61 Have influential relationship management skills to manage various stakeholders at different levels within customer and service provider organizations.
Qualification: 61 Min. 15 yrs. of regular education 61 ITIL V3 intermediate and above 61 SIAM Foundation/Practitioner will be preferred 61 SIX Sigma Green/Black Belt and Lean certification will be preferred
