IT Service Operations Manager
1 day ago
As a seasoned professional, you will be responsible for driving the service operations and ensuring the seamless delivery of IT services. Your primary focus will be on managing Major Incidents, coordinating with cross-functional teams, and developing strategies to prevent such incidents in the future.
Key Responsibilities:- Major Incident Management: Act as a single point of contact (SPOC) for customers, providing timely updates and status reports during major incidents.
- Incident Resolution: Collaborate with Resolver Groups to drive the incident resolution process, ensuring that issues are addressed efficiently and effectively.
- Status Updates: Inform key stakeholders about the progress of major incidents and provide confirmation of service restoration once the issue is resolved.
- Coordinating with SMEs: Work closely with subject matter experts to ensure speedy resolution of major incidents and minimize their impact on business operations.
- SLA Management: Ensure that major incidents are resolved within agreed-upon Service Level Agreements (SLAs) with customers.
- Preventive Measures: Take proactive steps to minimize the impact of major incidents, including implementing preventive measures to reduce downtime and service disruptions.
- Experience: 8-10 years of experience in driving service operations, with at least 8 years of experience in managing Incident Management and Major Incident Management processes.
- Certifications: Preferably ITIL Expert or minimum two ITIL Intermediate certifications.
- Skills: Strong analytical, communication, presentation, and reporting skills, with good leadership, people management, and operational skills.
- Personal Qualities: Highly motivated individual with a positive and proactive attitude, ability to work in shift and flexible schedules, and excellent team skills with ability to listen and contribute to discussions and meetings.
We are BEST CAREERS AND OPPORTUNITIES, committed to delivering exceptional career opportunities and supporting the growth of our professionals. If you are a results-driven individual looking for a challenging role in IT service operations, we encourage you to apply for this position.
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