Application SupportCloud - Sany, India - Randstad India

Description

IT Service Assistant Manager will oversee day-to-day IT operations and incident management for allocated departments to ensure customer satisfaction. Responsible for managing IT service operations, ensuring tasks are done properly and on time.

• Core Key Responsibility Areas:
• Manage IT Support Team: Lead a team of Queue Managers and Operations Support Executives. Provide support, supervise staff, and offer mentorship in tech support and service delivery.
• Implement Best Practices: Research and implement best practices for IT support while ensuring policies and procedures are followed.
• Review IT Service Catalog: Ensure accuracy in service listings by reviewing IT service catalogs and making necessary recommendations.
• Ensure Teams Are Trained: Ensure team members are well-versed in IT service delivery processes and best practices, offering training when needed.

IT Service Management:

• Responsible for managing all aspects of IT systems, supporting business goals, monitoring performance, and responding to incidents as necessary. Transformation of the IT organization by delivering best practices and supporting service management and operations service delivery. Developing cross-process compliance and design coordination.
• Promoting and championing benefits of Incident, Problem, Change Request, Knowledge Management, CMDB, and other IT Service Management processes. Utilizing tools to monitor KPI, OLA, and SLA compliance.

Application Support : SAP Success Factors, .Net Applications, etc.

Stakeholder Management: Liaison with internal IT and business stakeholders on day-to-day IT operational needs.

Vendor Management: Working with vendor support teams to ensure work completion and establishing governance practices for ITSM health evaluation.

Process Management: Providing essential IT processes to manage services, determining responsibilities, and establishing and improving processes.

Skills and Qualifications:

• 5-8 years of experience in managing ITSM and IT operations portfolios.
• Experience in managing business departments and their IT operations.
• Significant experience working within the ITIL Framework with formal Service Management.
• Thorough understanding of IT service portfolio creation, management, service and value requirement definition, design, and operating models.

Suggestions for Excellence:

• Conduct surveys for customer feedback and measure service success from the customer's perspective.
• Proactively showcase service improvements and communicate service impairments timely and effectively.
• Collaborate across teams to drive excellence and develop service strategies, vision, and roadmap.
• Preferred ITIL certifications.