Service Transformation Manager
Qualification:
BSc,BE,BTech,MCA(Optional)Responsibility:
Stakeholder Management- Act as the Single Point of Contact for Problem Management process.
- Liaise with the Business and IT stakeholders (both internal and external) during Problem Management Process.
- Participate and provide updates on daily production support status calls and governance meetings.
- Service Management.
- Periodically validate escalation mechanisms that are put in place.
- Ensure relevant notification methods are configured in the system to notify.
- a.
- Users.
- b.
- Level 2 teams in case of functional escalation.
- c.
- Management in case of hierarchical escalation.
- In case of Major incidents.
- a.
- Establish teleconference bridges (both technology and business hotlines) involve relevant stakeholders and chair the discussions to successful closure.
- b.
- Initiate all incident related notifications like ETR broadcasts etc in a standard format.
- c.
- Conduct Major Incident review meetings as required.
- Ensure incidents escalated to 3rd party vendors or customer retained organization is tracked to closure.
- Ensure the L1 application support teams,service desk personnel are trained on the tickets to be left shifted.
- Liaise with problem management teams for initiating RCA and permanent fixes.
- Actively participate in Change Advisory Board meetings and provide inputs for change impact analysis.
- Work closely (inputs for problem simulation) with the Change and Release Management teams during emergency fixes.
- Participate and provide key inputs while invoking Business Continuity options during Major outages.
- Analyze the Known Error records (along with delivery teams) on a periodic basis to identify candidates for permanent fixes candidates that can resolved at Level 1 and enable Self Service options.
- Provide inputs to SLA/OLA rebase line exercise (pertinent to Incident Management).
- Coordinate activities between multiple support groups to ensure adherence to Service Level Agreements through Operational Level Agreements.
- Service Tracking.
- Ensure process adherence across all delivery teams (covering the entire portfolio,account).
- Ensure Incident,availability SLAs agreed are met consistently.
- Analyze metrics data to find service bottlenecks and provide inputs to the Service Improvement plan.
- Perform periodic productivity analysis to drive operational efficiencies.
- People Management.
- Have regular meetings with the project teams and address their issues, concerns.
- Manage the workload of the team.
- Provide inputs for appraisal rating promotion recommendations and rewards and recognition.
- Manage and mentor the Change Management ,delivery team.
- Continually assess skill level and provide intervention assistance for the team members.
- Provide inputs for learning plans.
- Maintain effective working relationship (Interpersonal) within and across teams.
- Contribution to Org Initiatives.
- Adhere to Organization policies and procedures.
- Share best practices,assets with the Organization and leverage Organization process assets for the benefit of the account.
- Customer Relationship Management.
- Participate in Customer round table discussions,floor visits and share project experience.
- Collaborate with the Customers Service Management team (if any) during Incident Management process definition and implementation.
- Knowledge Management.
- Participate and contribute in Academy training programs.
- Process Optimization and Audits.
- Participate and contribute in Process,Quality audits.
- Review and audit the incident management process (efficiency/effectiveness) using Metrics and KPIs and make recommendations for improvement.
Must Have Skills
- Splunk SIEM for Azure
- Splunk SIEM