Service Asset Configuration – Manager – English – Remote RO*

Responsibilities

• Manage the Configuration and Asset management processes, including formal configuration baseline control, configuration documentation and functional and physical configuration audits, ensuring adherence and accuracy of information recorded.
• Develop and implement procedures for tracking company CIs & Assets to oversee quality control throughout their lifecycle.
• Leads continuous improvement in regards to disciplined Configuration and Asset management processes.
• Verification and validation of configuration records against a variety of data sources and systems.
• Consultancy on process gaps of the Configuration and Asset management process during business hours.
• Provide input to SACM development to ensure the SACM is accurate and a reflection of the IT environment with inputs from the Supplier and 3rd Parties.
• Oversees development and maintenance of tracking system for all hardware/software CIs & Assets in order to maintain an accurate inventory and accounting of all CIs, assets and their components.
• Creation and documentation of procedures Technical & Behavioral.
• Track defects and build issues. - Creating builds and manage Development/QA/Production promotions.
• Ensure sub configuration process owners' roles are carried out to maintain full accuracy of the CMDB (e.g ensuring the Network, Application, Infrastructure etc. configuration owner has complied to the process in a timely manner).
• Provide support to the Global Solutions department in translating business requirements to functional and non-functional service specifications for the assigned area. Involvement with projects to ensure seamless collaborative service planning and transition of projects to support
• Support Service Design & Service Transition (Service Introduction) processes and activities e.g. training of new partners.
• Attendance of Ad-hoc meetings as may be required.
• Participate in process meetings, ensure engagements & follow up actions e.g. OPS Board meetings, SL Monthly reviews, multi-vendor meetings, etc.
• Advice and guidance on processes to ensure compliance related to audits, security, business continuity and regulations. Provide input related to service performance of the changes to be used in evaluating the business impact.
• Analytics on service data
• Maintain standards, procedures and work instructions related to providing effective customer and technical support services in the assigned area.
• Provide work instructions for Genpact Service Management Team in order to ensure effective end-to-end service delivery
• Suggest improvements for the Configuration & Asser management processes and actively mobilize and lead service improvement plans where service delivery performance is unsatisfactory or can be improved
• Responsible for delivering process trainings
• Understand and assess the current CMDB and prepare a roadmap for CMDB evolution in concert with the Configuration Manager and other stakeholders
• Strong alignment with architect and engineering teams on delivery standards.

Qualifications

Minimum qualifications

Relevant experience in a Asset & Configuration Management process in ServiceNow.

Acceptable: Relevant experience as an IT Process Manager with deep CMDB understanding.

Experience in working with suppliers and stakeholders in a common setting in a multicultural environment

Experience in managing/leading large conference calls/war rooms preferred

Proficient overall understanding of IT landscapes (Application Management/Hosting/Infrastructure/Collaboration tools)

Relevant IT industry knowledge and technical skills (database administration, internet protocol, application monitoring, SAP systems, networking, server);

Experienced Level of Microsoft Office, Microsoft Excel, Microsoft Word

Preferred qualifications

High stress resilience

Solid communication skills; highly assertive

What can we offer?

• Attractive salary;

Stable job offers - employment contract

Work in a multicultural and diverse environment with employees from over 30 countries

Genpact supports professional trainings and great career development opportunities

Free access to our award-winning learning platform

Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts