Operation Manager

Job Description

RESPONSIBILITIES Lead and manage run operations for portfolio of applications: Periodic weekly / monthly review of state of operations with key business stakeholders Provide expertise to support sites on new topics / new processes deployment Perform Rex (lessons learned) to ensure that Core Model is applied in deployed sites Ensure operations of all applications are as per SLAs Participate and lead any P1/P2 incidents pertaining to applications in production Working with operations team and suppliers implement actions to continuously improve performance of applications Guide, support and mentor the ServiceNow team, providing new opportunities to grow, get exposed to stakeholders and learn continuously LeadTransition to Run. Responsible for Cost management of solutions, reporting and continuous improvement. Business connect and Stakeholders Management: Accountable along with Business & Process Owners to collect, filter and prioritize change requests Work with Business & Process Owners and Key User (KU) in the submission of their demands through Scope Control process / Ticket Management process Provide inputs to business in establishing business requirements, functional and non-functional specifications and advising the appropriate solutions. Provide recommendations for decisions-making at Functional Review Board and Change Control Board. Represent as service ownerand decision approver Perform KU connect / business connect meetings. Accountable for customer satisfaction Strengthen the prioritization mechanism of requirements and related governance as part of release process Maintain strong and close relationships with key stakeholders including service owners, application owners, architects and Directors Managing partner ecosystem for effective service delivery Manage and drive partners for effective service delivery and operations for their respective application portfolio (Incident Management, Problem management, Service Request fulfilment and Change management) Monitor, track & Co-ordinate with AMS Partners on performance and availability of the applications. Monitoring and Tracking SLA s/KPI s- ensuring they are met by partners. Control quality of deliverables from External partners ( Run Daily / Weekly governance meetings) Responsible for Core Model consistency: Ensure that core model (Solution + processes & rules) is well documented, evolves consistently and is not jeopardized by localizations. Responsible for design and run documents are updated frequently ( co-ordinate with required stakeholders in getting the inputs) Promote the use of unique Core Model, cross-businesses across stakeholder ecosystem. Participate and provide inputs to rest of the IS ( Information Systems) teams ( Architects/ Projects) to maintain consistency for respective functional domain(s): Provide support on new topics from RUN perspectives (new processes, new business stakes) Participate / Support new projects concerning IS Landscape of functional domain Support the execution of the related strategy, in particular implementing the operational roadmap and right initiatives Support projects and initiatives, Communicate regularly about strategy, priorities and on-going projects to external and internal partners, and ensure constant awareness and alignment Competencies & Skills Strong stakeholder management skills to connect and engage with management team, key configuration management stakeholders, internal and external partners and suppliers Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of this organization Able to formalize and present a synthetic view on complex issue sand concepts Strong analytical, problem-solving and critical thinking skills, and ability to find solutions (technical and functional) Coordination skills to lead and deliver run roadmap and improvement projects in parallel Strong organization skills with ability to meet tight deadlines and high challenges Result oriented and attention to details Ability to work with full autonomy and limited support Ability to work effectively in virtual, geographically dispersed and cross-cultural environments Maintain constant awareness and sponsorship of the IT leadership team through appropriate reporting about configuration and data management (priorities, blocking points requiring arbitration, strategy adaptations) Support the delivery of the Transformation roadmap, challenge it and bring adaptations if required TECHNICAL COMPETENCIES & EXPERIENCE 10+ years of overall IT experience. Around 5 years of 24x7 Production support experience Technical Skills: Knowledge and Hands on exp in ServiceNow,Power Apps, RPA solutions,Java, Apache, PL/SQL, TOMCAT, ETL tools, Reporting, Driving performance and service quality for run activities for Engineering Applications Partner ecosystem management - Manage partner teams for Run activities compliance with Quality & Service Agreements Transition Management- Secure hand between build and run activities Expertise in driving process improvements initiatives ITIL certification required. A must. Experience with other multinational companies and working in other geographies preferred. Location for the roleTravelIf yes, how much (%)- Bangalore. Travel very less . You don t need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you ll be proud. If you re up for the challenge, we d love to hear from you! Important to note