Service Management Lead

Project Role : Service Management Lead
Project Role Description : Lead the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda
Must have skills : Critical Incident Management
Good to have skills : Incident Management, Infrastructure Service Management
Minimum 3 year(s) of experience is required
Educational Qualification : Graduation mandatory

EXPECTATIONS AND TASKS Act as single point of contact for the Critical and Escalated incidents Understand and assess how the issue affects the customer Own and facilitate any Severity 1 service interruption incident from operation solution driving perspective. Own and facilitate any Severity 2 service interruption issue from operation solution driving perspective if the issue has been longer than 2 hours. Own and facilitate any Severity 3 service interruption issue from operation solution driving perspective if the issue has been longer than 12 hours. Understand the business impact and the sense of urgency Collaborate with escalation engineer on action / solution plans. Co-work with escalation engineer, Ops Tech Engineers, OTO on initial root cause understanding and solution proposal. Communicate with senior management on any resource and support needs required for the ultimate goal achievement. Decide the follow-up needs between regional handover. Master the ROC escalation work flow and handle the process in case of bottlenecks. Dispatch the ad-hoc / project escalations to regional escalation engineers based one business requirement and needs. Make sure smooth handover between global regions. Own the Action Plan within the Incident/Escalation Management Process, document and track the incidents Conduct closure review and close escalation after closure criteria have been met Conduct Post Incident review and facilitate Root Cause Analysis Handover Manage and facilitate the Incident Team and assign action items. Ensure that the process is followed. Establish and lead the conference call for Incident handling/Review meetings and engage SWAT Teams EDUCATION AND QUALIFICATIONS/ SKILLS AND COMPETENCIES Graduate/Post graduate (BE/B.TECH/MCA) 6+ Years- out of which 3+ years of ITIL Service Delivery experience required (8+ Years with 5+ Years with INC MANAGEMENT) ITIL Certified Knowledge on Datacenter, Storage, Linux/Solaris, FTP concepts, Networking concepts etc. Monitoring Tools knowledge for Splunk / Optier / Solarwinds / HP Omni / CA Spectrum etc. preferred Cloud Architecture / Support experience is added advantage Highly effective oral, written communication and presentation skills required Proven ability to work independently in a fast-paced environment Strong organization skills and ability to multi-task and prioritize work Will be required to work in 24x7 Shifts as Shift Lead on rotation basis. WORK EXPERIENCE Prior experience in data center operations required. Technical problem and root cause analysis experience preferred and highly recommended to excel in position. Knowledge in technical concepts including relational databases (e.g Oracle, SQL), information systems (e.g. networking, infrastructure /architecture, storage, virtualization). Familiarity with SaaS Cloud applications/delivery model and networking concepts highly preferred. Proficient in other MS Office products (Word, Powerpoint, and Visio). Excellent English oral and written communication skills required. Strong interpersonal skills necessary for establishing and sustaining close working relationships with functional teams and subject matter experts as well as IT technical and support personnel. - This position is based at our Bengaluru office.