HCL Hiring For Service Management (Service Now and Retail) role!!

Service Manager - (Service Now and Retail)

Location-Bangalore/Hyderabad/Noida/Pune/Chennai

Experience-6 to 10 Years

Domain Experience: LS Retail, SAP AFS, Point of sale applications, Retail

-Service Management

-Incident Management

-Change Management

-Problem management

Business analysis

• Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organization.
• Assists in defining acceptance tests for these recommendations.

Service level management

• Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service. Service acceptance
• Engages with project management to confirm that products developed meet the service acceptance criteria and are to the required standard.

Feeds into change management processes.

Change management

• Develops, documents, and implements changes based on requests for change. Applies change control procedures.

Release and deployment

• Uses the tools and techniques for specific areas of release and deployment activities.
• Administers the recording of activities, logging of results and documents technical activity undertaken.
• May carry out early life support activities such as providing support advice to initial users.

Problem management

• Investigates problems in systems, processes, and services.
• Assists with the implementation of agreed remedies and preventative measures.

Incident management

• Following agreed procedures, identifies, registers, and categorizes incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
• Maintains records and advises relevant persons of actions taken.

Requisite Education and Experience / Minimum Qualifications:

• Four-year college or university degree with focus on Business Administration or IT or related areas, or equivalent combination of education and experience
• Proficient spoken and written command of English
• At least 5-year experience in IT
• 3 years of experience in relevant area- .

  LS Retail, SAP AFS, Point of sale applications, Retail

• 1 year of experience in team management
• Understanding of different culture and demographics.
• Participated in projects with people from other functions/market

  Role & responsibilities