Job Description

Functional Reporting:		IT	Role: Service Manager/Shift Leads – L2		Location:	Mumbai
Administrative Reporting:		IT
Role Purpose
The position serves the following purpose   Monitoring service performance as per KPI and SLA Incident and Problem Management with Root Cause Analysis documentation Create SOPs and confluence document of required process/procedure for reference purpose Arrange KTs and Training sessions as per requirement to improve performance to achieve customer satisfaction
Areas	Key Accountabilities/ Responsibilities
Key Deliverables	Ensure that specific and measurable targets are developed for all IT services Monitor and improve customer satisfaction with the quality of service delivered Monitor service performance against SLAs Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so Determine, document and agree requirements for new services and produce SLR http://www.itframeworks.org/wiki/SLR Review and revise underpinning agreements and service scope, Produce service reports Should be flexible to work in rotational shifts
Key Activities	People management includes roster management, performance management, attendance management Ensure team performance target should possess the client satisfaction and as per KPI and SLAs Manage the incidents, problems, escalations etc. with quick resolution and should maintain the root cause analysis documentation for reference purpose.
Key Interactions
Internal	Nature
Interact with concerned team of Vendor and  IT for day to day operations	To follow up, monitor and reduce the ticket count to improve the performance For any incident/problem/escalation/event purpose Arrange training/KT session to upskill the team members as per requirement
External
RCP, Vendors, IT Service Providers	To monitor and follow-up for out of scope/3rd party dependency tickets To document the incident/problem/escalation for out of scope/3rd party level issues
Role Requirements
Educational Qualifications	B Tech / BE or equivalent. Master Degree in IT would be preferable
Experience (Type & Nature)	8-10 years of service delivery experience Graduate in any discipline Shows great commitment to the work Analytical and problem-solving capabilities
Skills & Technical Competencies	Knowledge of ITIL framework understanding. PMP/GB/BB Certificate would be preferred Strong Interpersonal skills, tenacity and flexibility Proficient in MS Word, Excel, Access, PowerPoint Ability to manage and prioritize tasks efficiently Readiness to demonstrate a proactive attitude Excellent verbal and written communication skills