Operations Lead

Tech Mahindra

5 - 8 years

11 - 13 Lacs

pune

Posted:-1 days ago| Platform:

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Skills Required

lead operations project management operations management data analysis team management operations leadership process optimization problem management coordination end user operations incident management leadership slas reporting itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Required Skills Incident & Problem Management, Major Incident ManagementMandatory requirement: ITIL v4 (Intermediate) certificationKey responsibilities: Incident Management:o Respond to and manage IT incidents reported by users or detected through monitoring systems
o Coordinate with relevant teams or stakeholders to diagnose, prioritize, and resolve incidents in a timely manner
o Ensure that incidents are properly documented, tracked, and communicated to all relevant parties
o Implement incident management processes and procedures to streamline response and resolution efforts
o Conduct post incident reviews to identify root causes and recommend preventive measures
Problem Management:o Proactively identify and analyse recurring or potential IT problems that may cause incidents or service disruptions
o Investigate the root causes of problems through data analysis, trend identification, and collaboration with technical teams
o Develop and implement strategies to address root causes and prevent future occurrences of known problems
o Maintain a problem register or database to track ongoing problem investigations and resolutions
o Collaborate with other IT service management functions to integrate problem management practices into overall service improvement efforts
Continuous Improvement:o Continuously review and improve incident and problem management processes, procedures, and tools to enhance efficiency and effectiveness
o Identify opportunities for automation, standardization, or optimization to streamline workflows and reduce manual effort
o Stay updated on industry best practices, trends, and emerging technologies related to incident and problem management
Communication and Collaboration:o Serve as a central point of contact and coordination for incident and problem resolution activities
o Communicate effectively with stakeholders, including IT teams, management, and end users, regarding the status of incidents and problems
o Facilitate cross functional collaboration and knowledge sharing to improve incident and problem resolution capabilities across the organization
Reporting and Metrics:o Generate reports and metrics related to incident and problem management activities, including incident volumes, response times, resolution rates, and trend analysis
o Use data driven insights to identify areas for improvement and drive decision making related to resource allocation, process optimization, and service level agreements (SLAs)

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