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Service Manager

ConfidentialIndia, Cochin / Kochi / Ernakulam

28 days ago

Job description

This role will be to provide Service Governance support and assist in the successful delivery of Projects by coordinating specific activities which could include but not be limited to, Critical Incident Management, PIR and closure

Scheduling and running CAB meetings and publishing reports, document management, Project level critical data tracking and Project status reporting

Prepare for CAB meetings and run CAB in senior customer stake holders presence, ensuring right levels of review and approval, and publish reports on changes planned as well as changes completed along with status Be available on call to support Critical Incidents in the capacity of Critical Incident Manager

Schedule the bridge and send invite to all agreed stakeholders in the event of a critical incident, Collect all relevant details of the incident on the bridge, follow up regularly to ensure traction from the relevant teams to lead to a quick resolution, publish reports to Customer&aposs senior stakeholders regularly on the status and next steps until stability is verified

Conduct PIR meetings and track action items to closure

Support in problem management by chasing the right teams to ensure root cause identification for all P1 and P2 incidents

Conduct Audits on Service Now and Documentation Repository regularly to ensure adherence to agreed processes

Support in gathering SLAs and publishing the reports weekly

What You Bring

Bachelor's degree (preferably Engineering)
Excellent communication and interpersonal skills
Understanding of the Retail domain and terminologies
High level understanding of the overall system architecture like the function of different components like DB, application servers, web servers, DNS, firewall, etc
Sharp problem-solving and critical-thinking skills
Familiarity with Service Delivery tools like Service Now
Strong knowledge of Advanced Excel features is a plus

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Skills Required

Advanced Excel, Service Now, Critical Incident Management

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Service Manager • India, Cochin / Kochi / Ernakulam