Operation Manager

Lead and manage run operations for portfolio of applications:

oPeriodic weekly / monthly review of state of operations with key business stakeholders

oProvide expertise to support sites on new topics / new processes deployment

oPerform Rex (lessons learned) to ensure that Core Model is applied in deployed sites

oEnsure operations of all applications are as per SLAs

oParticipate and lead any P1/P2 incidents pertaining to applications in production

oWorking with operations team and suppliers implement actions to continuously improve performance of applications

oGuide, support and mentor the ServiceNow team, providing new opportunities to grow, get exposed to stakeholders and learn continuously

oLeadTransition to Run.

oResponsible for Cost management of solutions, reporting and continuous improvement.

oCoordinate with development, infrastructure, and business teams to manage application deployments, upgrades, and patches.

oEnsure compliance with security, audit, and regulatory requirements.

Business connect and Stakeholders Management:

oAccountable along with Business & Process Owners to collect, filter and prioritize change requests

oWork with Business & Process Owners and Key User (KU) in the submission of their demands through Scope Control process / Ticket Management process

oProvide inputs to business in establishing business requirements, functional and non-functional specifications and advising the appropriate solutions.

oProvide recommendations for decisions-making at Functional Review Board and Change Control Board. Represent as service ownerand decision approver

oPerform KU connect / business connect meetings.Accountable for customer satisfaction

oStrengthen the prioritization mechanism of requirements and related governance as part of release process

oMaintain strong and close relationships with key stakeholders including service owners, application owners, architects and Directors

Managing partner ecosystem for effective service delivery

oManage and drive partners for effective service delivery and operations for their respective application portfolio(Incident Management, Problem management, Service Request fulfilment and Change management)

oMonitor, track & Co-ordinate with AMS Partners on performance and availability of the applications. Monitoring and Tracking SLAs/KPIs- ensuring they are met by partners.

oControl quality of deliverables from External partners (Run Daily / Weekly governance meetings)

Responsible for Core Model consistency:

oEnsure 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)

oPromote 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 forrespective functional domain(s):

oProvide support on new topics from RUN perspectives (new processes, new business stakes)

oParticipate / Support new projects concerning IS Landscape of functional domain

oSupport the execution of the related strategy, in particular implementing the operational roadmap and right initiatives

oSupport projects and initiatives,

oCommunicate regularly about strategy, priorities and on-going projects to external and internal partners, and ensure constant awareness and alignment

Competencies & Skills

oStrong stakeholder management skills to connect and engage with management team, key configuration management stakeholders, internal and external partners and suppliers

oExcellent verbal and written communication capabilities with the ability to interact and influence at all levels of this organization

oAble to formalize and present a synthetic view on complex issue sand concepts

oStrong analytical, problem-solving and critical thinking skills, and ability to find solutions (technical and functional)

oCoordination skills to lead and deliver run roadmap and improvement projects in parallel

oStrong organization skills with ability to meet tight deadlines and high challenges

oResult oriented and attention to details

oAbility to work with full autonomy and limited support

oAbility to work effectively in virtual, geographically dispersed and cross-cultural environments

oMaintain constant awareness and sponsorship of the IT leadership team through appropriate reporting about configuration and data management (priorities, blocking points requiring arbitration, strategy adaptations)

oSupport 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

Language Skills: Knowledge and Hands on exp inPower Apps, RPA solutions,Java, Apache, PL/SQL, TOMCAT, ETL tools, Reporting,

Hands-on experience in managing and supporting Design and Industrial applications, particularly Dassault Systmes tools such as: CATIA, ENOVIA, DELMIA, 3DEXPERIENCE Platform & Other PLM/CAD/CAM/CAE tools is an added advantage.

Experience with monitoring tools (e.g., Dynatrace), ticketing systems (e.g., ServiceNow, Jira), and cloud platforms (e.g., AWS, Azure).

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.