1186 Service Management Jobs - Page 20

Job Summary We are seeking a seasoned Observability Architect to define and lead our end-to-end observability strategy across highly distributed, cloud-native, and hybrid environments. This role requires a visionary leader with deep hands-on experience ... Observability Architect - CLOUDEQ SOFTWARE INDIA PRIVATE LIMITED Observability Architect Posted 105 weeks ago Job Description Job Summary We are seeking a seasoned Observability Architect to define and lead our end-to-end observability strategy across highly distributed, cloud-native, and hybrid environments. This role requires a visionary leader with deep hands-on experience in New Relic and a strong working knowledge of other modern observability platforms like Datadog, Prometheus/Grafana, Splunk, OpenTelemetry, and more. You will design scalable, resilient, and intelligent observability solutions that empower engineering, SRE, and DevOps teams to proactively detect issues, optimize performance, and ensure system reliability. This is a senior leadership role with significant influence over platform architecture, monitoring practices, and cultural transformation across global teams. Key Responsibilities Architect and implement full-stack observability platforms, covering metrics, logs, traces, synthetics, real user monitoring (RUM), and business-level telemetry using New Relic and other tools like Datadog, Prometheus, ELK, or AppDynamics. Design and enforce observability standards and instrumentation guidelines for microservices, APIs, front-end applications, and legacy systems across hybrid cloud environments. Experience in OpenTelemetry adoption, ensuring vendor-neutral, portable observability implementations where appropriate. Build multi-tool dashboards, health scorecards, SLOs/SLIs, and integrated alerting systems tailored for engineering, operations, and executive consumption. Collaborate with engineering and DevOps teams to integrate observability into CI/CD pipelines, GitOps, and progressive delivery workflows. Partner with platform, cloud, and security teams to provide end-to-end visibility across AWS, Azure, GCP, and on-prem systems. Lead root cause analysis, system-wide incident reviews, and reliability engineering initiatives to reduce MTTR and improve MTBF. Evaluate, pilot, and implement new observability tools/technologies aligned with enterprise architecture and scalability requirements. Deliver technical mentorship and enablement, evangelizing observability best practices and nurturing a culture of ownership and data-driven decision-making. Drive observability governance and maturity models, ensuring compliance, consistency, and alignment with business SLAs and customer experience goals. Required Qualifications 15+ years of overall IT experience, hands-on with application development, system architecture, operations in complex distributed environments, troubleshooting and integration for applications and other cloud technology with observability tools. 5+ years of hands-on experience with observability tools such as New relic, Datadog, Prometeus, etc. including APM, infrastructure monitoring, logs, synthetics, alerting, and dashboard creation. Proven experience and willingness to work with multiple observability stacks, such as: Datadog, Dynatrace, AppDynamics Prometheus, Grafana, etc. Elasticsearch, Fluentd, Kibana (EFK/ELK) Splunk, OpenTelemetry, Solid knowledge of Kubernetes, service mesh (e.g., Istio), containerization (Docker) and orchestration strategies. Strong experience with DevOps and SRE disciplines, including CI/CD, IaC (Terraform, Ansible), and incident response workflows. Fluency in one or more programming/scripting languages: Java, Python, Go, Node.js, Bash. Hands-on expertise in cloud-native observability services (e.g., CloudWatch, Azure Monitor, GCP Operations Suite). Excellent communication and stakeholder management skills, with the ability to align technical strategies with business goals. Preferred Qualifications Architect level Certifications in New Relic, Datadog, Kubernetes, AWS/Azure/GCP, or SRE/DevOps practices. Experience with enterprise observability rollouts, including organizational change management. Understanding of ITIL, TOGAF, or COBIT frameworks as they relate to monitoring and service management. Familiarity with AI/ML-driven observability, anomaly detection, and predictive alerting. Why Join Us? Lead enterprise-scale observability transformations impacting customer experience, reliability, and operational excellence. Work in a tool-diverse environment, solving complex monitoring challenges across multiple platforms. Collaborate with high-performing teams across development, SRE, platform engineering, and security. Influence strategy, tooling, and architecture decisions at the intersection of engineering, operations, and business. Unit #E1J, First Floor, Tower B, Godrej Eternia, Plot #70, Industrial Area, Phase 1, Chandigarh Chandigarh, Chandigarh, 160002 You have already applied for this job with this account.

" About the Job The Service Desk Manager (SDM) plays a critical role in the IntouchCX Global Service Desk team and will oversee the day-to-day activities of service-desk operations, ensuring users and business teams receive the support they require. The role is a combination of general management, service operations, and special projects. The Service Desk Manager will wear many hats - in addition to managing a potentially large team of support agents, they will also monitor operations to make sure issues and service requests are addressed on time, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements. They would also serve as the service-desk liaison to major business-impacting initiatives. As Global Service Desk Manager, You Will Manage the day-to-day operations of a 24/7 Global Service Desk with teams working across multiple geographical locations, providing phone, email, and live chat support in line with the agreed Service Level Agreements. Demonstrate a strong understanding of process, delivery, and operations management to ensure efficient and effective execution of operations. Provide and manage service delivery best practices, managing tickets, chats, escalations, and client expectations. Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents. Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnout. Develop SLAs and OLAs to set expectations and measure the performance of the Global Service Desk team. Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality. Owner of key measurements and service levels for Global Service Desk services. Responsible for ensuring all KPIs and metrics are measured and adhered to. Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed. Deep dive into processes to identify gaps and develop strategies for improvement. Responsible for mentoring and coaching the Global Service Desk leads and teams with their career plans. Focus on delivery and can direct their team to deliver Service Level Agreements that enable the business to meet its objectives. Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges. Conduct annual performance evaluations for all direct reports. Regularly connect with leadership and management to review Global Service Desk performance and ongoing issues. Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements. Responsible for supervising the team, managing team conflicts, and demonstrating quick decision-making capabilities to maintain sound team health. Review the teams performance regularly and provide necessary feedback and guidance for improvements. Plan, coordinate, and manage ad-hoc projects for the GSD team as needed. Act as a liaison between GSD and other IT and support departments. As Global Service Desk Manager, You Need Full-time Technical Graduate or relevant post-secondary degree preferred. Must have 12+ years of experience in IT service management. 5+ years of relevant experience in managing IT Help Desk Operations or Technical Service Desk. Understand processes, delivery, and operations management. 7 + years of experience working in the Service Desk under various roles. Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies. ITIL certification is desired. Additional technical certifications are an asset. Must have good logical probing, understanding, and troubleshooting skills. Must have exceptional written and oral communication skills. Technical awareness with hands-on knowledge and experience on various technologies. Positive attitude towards solving customer problems. Ability to accurately prioritize tasks and accomplish them in a timely fashion. Ability to review various processes and procedures to keep them up to date at regular intervals. Self-motivated and able to work in a fast-paced environment with the ability to think and act independently. Strong analytical and problem-solving skills. Strong relationship-building skills, can network and work well with remote stakeholders. Excellent reporting and presentation skills. Superior attention to detail with an eye for accuracy. ","

" About the Job The Senior Manager, Global Service Desk is responsible for overseeing the strategic and operational delivery of IT support services, ensuring alignment with business objectives, customer satisfaction, and operational excellence. This leadership role drives continuous improvement, enhances service performance, and ensures compliance with ITIL best practices and organizational standards. The GSD Senior Manager will take on a pivotal leadership role, overseeing a potentially large team of support agents while ensuring the seamless operation of the service desk, making sure issues and service requests are addressed on time, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements. They would also serve as the service-desk liaison to major business-impacting initiatives. As Senior Manager, Global Service Desk, You Will Lead and manage the day-to-day operations of a 24/7 Global Service Desk with teams working across multiple geographical locations, providing phone, email, and live chat support in line with the agreed Service Level Agreements. Demonstrate in-depth expertise in process, delivery, and operations management to ensure efficient and effective execution of operations. Provide and manage service delivery best practices, managing tickets, chats, escalations, and client expectations. Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents. Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnout. Develop SLAs and OLAs to set expectations and measure the performance of the Global Service Desk team. Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality. Own and monitor key measurements and service levels for Global Service Desk services. Responsible for ensuring all KPIs and metrics are measured and adhered to. Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed. Deep dive into processes to identify gaps and develop strategies for improvement. Responsible for mentoring and coaching the Global Service Desk leads and teams with their career plans. Focus on delivery and can direct their team to deliver Service Level Agreements that enable the business to meet its objectives. Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges. Conduct annual performance evaluations for all direct reports. Regularly connect with leadership and management to review Global Service Desk performance and ongoing issues. Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements. Supervise the team, manage team conflicts, and demonstrate quick decision-making capabilities to maintain sound team health. Review the teams performance regularly and provide necessary feedback and guidance for improvements. Plan, coordinate, and manage ad-hoc projects for the GSD team as needed. Serve as a key liaison between GSD and other IT and support departments. As Senior Manager, Global Service Desk, You Need Full-time Technical Graduate or relevant post-secondary degree preferred. 5+ years of experience in IT service management. 7+ years of relevant experience in managing IT Help Desk Operations or Technical Service Desk. Understand processes, delivery, and operations management. 10+ years of experience working in the Service Desk under various roles. Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies. ITIL certification is desired. Additional technical certifications are an asset. Must have good logical probing, understanding, and troubleshooting skills. Must have exceptional written and oral communication skills. Technical proficiency with hands-on experience in a wide range of technologies that support and impact the Global Service Desk (GSD) operations. Positive attitude towards solving customer problems. Ability to accurately prioritize tasks and accomplish them in a timely fashion. Ability to review various processes and procedures to keep them up to date at regular intervals. Self-motivated and able to work in a fast-paced environment with the ability to think and act independently. Strong analytical and problem-solving skills. Strong relationship-building skills, can network and work well with remote stakeholders. Excellent reporting and presentation skills. Must have an eye for details and fine print. ","

We re modernizing and simplifying the way we run People and Culture in bp and our Global P&C solutions and services team is at the heart of new ways of working. Every effort is taken to ensure consistency and standardization of the HR processes across the globe. However, we understand that every country has its outstanding legal, fiscal and regulatory requirements and there is a need to support them. We are seeking a Total Reward SME to join our PC&C team based in Pune, India. This role is focused on delivering reward analytics and generating insights that support our distributed team. With 4-5 years of experience in reward preferably within the oil & gas or energy industry you will contribute to the design, analysis, and delivery of competitive and data driven compensation frameworks across multiple regions. Key Responsibilities: Reward Analytics & Benchmarking Conduct comprehensive compensation analyses, including: External market competitiveness Internal equity and pay progression Range penetration and compa-ratio reviews Pay distribution, affordability, and budgeting models Develop and maintain dashboards and models using Excel, Power BI, or similar tools to track compensation metrics and support decision-making. Support the creation and maintenance of global salary structures and pay band using robust data-driven methods. Provide scenario modeling and financial impact analysis for proposed compensation changes or new initiatives. Reward Project Support Contribute to global and regional reward projects including: Job architecture and leveling frameworks Incentive plan analysis and diagnostics Salary structure reviews across geographies and functions Pay equity assessments and action planning Deliver analytics, documentation, and project tracking tools to support successful execution of reward programs. Ensure the integrity and consistency of compensation data in systems of record and during annual review cycles. Collaborator Support & Reporting Support the preparation of executive-ready presentations, dashboards, and reports summarizing reward trends, findings, and recommendations. Contribute to internal governance processes by ensuring transparency and consistency in reward data and modeling. Required Skills & Experience: Bachelor s degree in HR/MBA from a good Business school 4-5 years of experience in compensation/reward with a strong emphasis on analytics and data modeling in a multinational setting. Proven experience in oil & gas, energy, or capital-intensive sectors is preferred. Strong command of compensation benchmarking, salary structures, and job evaluation methodologies (Mercer IPE, Hay, etc.). Advanced Excel skills (including modeling, pivot tables, complex formulas); Power BI or Tableau experience is a strong plus. Diligent, with the ability to manage large datasets and distill insights clearly and concisely. Experience supporting global compensation processes such as annual salary reviews and incentive planning. Preferred Qualifications: Familiarity with HRIS platforms such as SuccessFactors, Workday

Grade HResponsible for supporting service delivery through service management / process management activities (depending on specialism), supporting related operating practices and effective implementation of relevant standards, and providing sound knowledge and advice to support performance optimization. Specialisms: Service Management; Process Management. Entity: Technology IT&S Group Job Description: You will work with: You will be part of a growing team of Salesforce skilled professionals in bp. You will collaborate with the teams responsible for delivering Salesforce related project and the Salesforce platform team. You will be responsible for developing high quality products with a customer focus, contributing to best practices, advocating reusability, in a secure, reliable and scalable way Let me tell you about the role The Delivery Manager plays a critical role translating strategy into actionable steps and driving successful delivery of products, platforms, and services. This hands-on role is focused on day-to-day decision-making and ensuring the right products, platforms and services are being built and delivered efficiently. This role makes key decisions on feature development, balances stakeholder priorities, and ensures that deliverables are built to meet quality, budget, and timeline requirements. They work closely with cross-functional teams to ensure alignment with business goals and customer needs, enabling the seamless delivery of impactful solutions. What you will deliver Technology delivery management: Oversee projects involving the development and implementation of products, platforms, and business processes to achieve desired business outcomes. Create and manage roadmaps, schedules, and budgets. Act as the main liaison between stakeholders, development teams, and business units globally dispersed, at various levels within and outside of bp. Incorporate Agile frameworks to align and track project progress, resolve dependencies, and ensure continuous delivery of value. Data-driven decision-making: Monitor a product, platform, or services health and key performance characteristics to increase performance, ensure compliance, and optimize operation. Champion transparency across bp by showcasing work in progress, elevating metrics and seeking regular feedback from internal collaborators and users. Resource and vendor management: Strategically manage internal teams, external suppliers, and technology partners to balance capacity and ensure efficient delivery without compromising quality. Financial management: Oversee budget planning, allocation, and tracking to ensure alignment with business objectives. Monitor financial performance, control costs, and provide accurate reporting to support decision-making and optimize resource utilization across projects, platforms, or services. What you will need to be successful (experience and qualifications) Computer Science degree or equivalent work experience. Excellence in balancing strategic priorities with tactical execution, with solid attention to detail. Outstanding communication and influence skills, with the ability to engage with a broad range of collaborators and prioritize demands Motivated by the challenges of solving complex problems and a passion for making things happen Strong background in Salesforce related technologies (APEX, SOQL, LWC), backend development (Node.js, Java) and security (OAuth, SAML) Experience with Salesforce DX, version control (e.g., Git), and deployment automation tools

Gradiant is a global solutions provider and developer of cleantech water projects We focus on industrial water solutions, water reuse, waste minimization, Minimum Liquid Discharge (MLD), Zero Liquid Discharge (ZLD), and resource recovery of precious metals and minerals Our workforce, exceeding 1200 dedicated global employees, operates under the umbrella of Gradiant Corporation, based in USA, and regional headquarters, Gradiant International Holdings, located in Singapore, alongside 23 offices spanning across sixteen countries We take pride in our Global R&D Innovation Centre based in Singapore, which stands at the forefront of technological and environmental advancements Role Overview We are seeking a dynamic and experienced Service Manager (Operation & Maintenance) to join our team in India, base location will be Chennai This role offers an exciting opportunity to lead service operations across the country, with extensive travel and the chance to make a significant impact in the water treatment industry and various industrial sectors The ideal candidate will have a strong background in managing large teams and handling escalations, both internally and externally This position promises substantial career growth and the opportunity to drive the success of our service business Responsibilities Oversee and manage service operations across multiple sites in India Lead and mentor large teams, fostering a culture of high performance and professional development Handle escalations and resolve issues promptly, maintaining strong relationships with clients and internal stakeholders Develop and implement innovative service strategies to enhance efficiency and customer satisfaction Ensure compliance with industry standards and regulations Monitor and report on service performance metrics Collaborate with other departments to ensure seamless service delivery Travel extensively within India to oversee operations and engage with clients Play a pivotal role in driving the financial success and growth of the service business Requirements Bachelor's degree in Engineering, Business Administration, or related field Minimum of 10 years of experience in the water treatment industry or industrial settings (semi-conductor, pharmaceutical, oil and gas) Proven experience in managing large teams Strong problem-solving skills and ability to handle escalations effectively Excellent communication skills, both internal and external Travel extensively within India Excellent verbal and written communication in English Strong financial acumen and experience in business management Gradiant is an equal-opportunity employer Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class Show more Show less

Syensqo is all about chemistry Were not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together This is where our true strength lies In you In your future colleagues and in all your differences And of course, in your ideas to improve lives while preserving our planets beauty for the generations to come Service Operation Expert Archiving & Document Management Location: Pune (India) Profile: Application integrator Seniority 2 (3-7 years) As a Service Operation Expert, you will support the operation, evolution and continuous improvement of Document Management services at Syensqo, including O365 and GWS solutions You will collaborate with the Service Owner to drive operational excellence and evolve the services to meet the organization's growing and changing needs, playing an important part in a major digital transformation of our portfolio Key responsibilities: Technical Service Collaborate in the technical management of Document Management solutions, ensuring reliability, performance, and user satisfaction Act as the go-to technical expert for integrations and complex service scenarios, particularly in AODocs and its connections with platforms like DocuSign Participate and perform document management solution rationalization projects Proactively identify and implement changes to improve service capabilities, user experience, and operational efficiency Manage the lifecycle of licenses and user access with a focus on optimization, security and compliance Strategic Operations & Service Evolution Collaborate with stakeholders in aligning service improvements and enhancements with evolving business needs Contribute to transformation initiatives (e g-, onboarding new services, integrating new tools) through deep functional and technical knowledge Use data and insights to influence service improvements and prioritize enhancements Support, Quality, and Continuous Improvement Analyze incident patterns and contribute to investigate root cause and resolution, including collaboration with vendors and support partners Drive improvements in support models (e g-, LO-L3 coordination), documentation, and escalation handling to ensure a seamless user experience Optimize support documentation and proactively update knowledge bases to reduce recurring issues Measure and improve key service KPIs (e g-, resolution time, user satisfaction) Enablement & Documentation Create and maintain comprehensive technical documentation of the services, including architecture diagrams, integration logic, and service operations Deliver targeted training and upskilling sessions to improve adoption and effective use of the tools Equip internal teams with the resources they need to resolve issues and support users efficiently Education and Experience: Bachelor's degree in Information Technology, Computer Science, or a related field 3-7 years of hands-on experience in managing Document Management or Archiving solutions in a technically-driven role Knowledgeable on AODocs, Google Workspace (Drive, Shared Drives) solutions Hands-on experience with Microsoft 365 tools, including Sharepoint, OneDrive for business, MS Teams Experience contributing to service improvement initiatives and managing integrations across platforms is a plus Familiarity with change management processes, continuous improvement, and IT service management frameworks (e g-, ITIL v4) Certifications such as ITIL others related to service delivery are a strong plus Microsoft or Google Certifications, such as M365 Certified Enterprise Administrator Expert or GWS Admin Certification is desirable Skills and Behavioral Competencies: Passionate about optimizing and evolving services to meet changing needs Able to balance operational excellence with innovation and change Skilled at engaging stakeholders and translating business needs into actionable technical solutions Comfortable navigation ambiguity and driving clarity in complex environments Familiarity with compliance, governance and security policies in both ecosystems (Google Vault, Microsoft Purview etc) Exposure to enterprise content migrations and ability to support planning and execution in cross-functional teams Understandment of cloud architecture, identity and access management and enterprise collaboration tools Committed to high-quality deliveries, documentation, knowledge sharing and enabling others Attention to detail and accuracy Scripting or automation skills on powershell, google app script or other solution is a plus Strong understanding of of ITIL v4 service management principles Passion for technology and desire to learn new skills Language Skills: Fluent English (spoken and written) About Us Syensqo is a science company developing groundbreaking solutions that enhance the way we live, work, travel and play Inspired by the scientific councils which Ernest Solvay initiated in 1911, we bring great minds together to push the limits of science and innovation for the benefit of our customers, with a diverse, global team of more than 13,000 associates Our solutions contribute to safer, cleaner, and more sustainable products found in homes, food and consumer goods, planes, cars, batteries, smart devices and health care applications Our innovation power enables us to deliver on the ambition of a circular economy and explore breakthrough technologies that advance humanity At Syensqo, we seek to promote unity and not uniformity We value the diversity that individuals bring and we invite you to consider a future with us, regardless of background, age, gender, national origin, ethnicity, religion, sexual orientation, ability or identity We encourage individuals who may require any assistance or accommodations to let us know to ensure a seamless application experience We are here to support you throughout the application journey and want to ensure all candidates are treated equally If you are unsure whether you meet all the criteria or qualifications listed in the job description, we still encourage you to apply Show more Show less

Responsible for the enablement, continual improvement and ongoing tactical and strategic governance of multiple, often related, ITIL-based Practices Enables the Practice Owners in the successful management and execution of the service management practice to enable a better service and support experience Better position the practices, lead process improvement activities and coordinate the proper use and adoption of service management processes across all service delivery areas Subject matter experts in all or many of the service management practices/processes Provide technical guidance/expertise on the service management technology used to enable and automate the practice Consulting and advice to the Practice Owners to help establish and develop the practice, adopt methods and techniques Provides an integrated and holistic view of practices and processes and why they are important in the TR services ecosystem Ensures practice-related training and resources are provided to the practice leads Evangelize and promote the proper use of the practice representing all 4 dimensions of service management Work closely with the service management product owner to ensure product direction and improvements are carried out Enable the proper use and prioritization of an integrated continual improvement register and governance the practices Conduct process value stream mapping, identify key integrations and dependencies, provide process design services and process maturity assessments as we'll as recommendations for improvement you're a fit for the role of Service Management Practice Enablement Lead if your background includes: Advanced knowledge of ITIL 4 frameworks, particularly the Managing Professional and Strategic Leader schemes. Strong verbal and written communication skills. Experience with ServiceNow modules and integrations. Thought leadership in service management and a mindset for continual improvement. Strong governance skills and ability to influence without direct authority. Familiarity with frameworks like DevOps, Lean, Agile, Agile Service Management, and Site Reliability Engineering. Govern and improve multiple ITIL-based service management practices. Support Practice Owners in managing and executing service management practices effectively. Lead process improvement initiatives and ensure proper adoption of service management processes. Serve as a subject matter expert in service management practices and processes. Provide technical guidance on service management technology and automation. What s in it For You Hybrid Work Model: we've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. Flexibility Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial we'llbeing. Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

As the Associate Director, Tech Product Owner for Optimization & Network Modelling, you will play a critical role in ensuring that the Optimization Capabilities of our Advanced Planning (OMP) and Network Modelling Systems are effectively developed and maintained. You will oversee the support staff responsible for daily support, compliance, maintenance, upgrades, delivery, and decommissioning activities, ensuring alignment with product strategy and GSK policies. Key Responsibilities: Develop and maintain the Optimization Capabilities of our Advanced Planning System (OMP). Lead and support a team of professionals responsible for day-to-day support, compliance, maintenance, upgrades, delivery, and decommissioning activities. Collaborate with strategic suppliers to ensure service management meets agreed KPIs/SLAs. Provide technical support as required to maintain the integrity and performance of the system. Drive the vision, strategy, and product roadmap for Global Network Modelling activities within the GSC business unit. Ownership of product delivery capacity and capability, as we'll as accountability for service management processes for the product. This includes direct or indirect management of Tech Developers for the product. Ensure that requested work is aligned to agreed demand types and entered into the product backlog. Monitor and ensure the capacity of the technical team is managed to fulfil the highest priority demand activities. Serve as the point of contact for relevant parties associated with major disruptions and/or amendments to the allocated product lines. Work with Product Directors and Product Managers to ensure products are maintained and current. Ensure component currency and upgrade projects are visible on the product backlog and are prioritized accordingly. Ensure that the GSK Service Management Standard Processes are applied and adhered to, including embedding and adopting standard ways of working in accordance with Tech Quality Risk and Compliance policies. Maintain awareness of the product backlog and future direction of allocated product lines and continually assess the impact on operations demand, resources, and requirements. Provide leadership, support, direction, and GSK process knowledge/expertise to Technical Operations teams composed of GSK, strategic partners, and software vendors. Enable technical product teams to work following Agile practices. Qualifications & Skills: Graduation or post graduation with 16+ years of total experience. Experience in Advanced Planning Solutions, preferably OMP, but also SAP APO, 09, Aera, Kinaxis. Experience in developing or delivering successful software products from concept to adoption. Demonstrated ability to develop and deploy new systems to a large user base. Proven ability to work effectively under pressure in a dynamic environment, solve complex problems, and deliver significant process improvements. Familiarity with Agile Delivery using Kanban or Scrum and Agile delivery tools.

Manage and coordinate all aspects of the Change Management process in accordance with ITIL best practices. Plan, schedule, and oversee software and infrastructure releases across multiple environments. Conduct Change Advisory Board (CAB) meetings and ensure proper risk assessment and impact analysis. Collaborate with development, QA, operations, and business teams to ensure successful deployments. Maintain and improve the Change and Release Management policies, processes, and documentation. Monitor and report on change and release metrics (e.g., success rate, rollback incidents, lead time). Ensure compliance with audit and regulatory requirements. Identify and implement process improvements to enhance efficiency and reduce risk. Primary Skills 6 to 9 years of experience in Change and Release Management roles within ITIL-aligned environments. Strong understanding of ITIL framework (certification preferred). Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management). Familiarity with CI/CD pipelines and DevOps practices is a plus. Excellent communication, coordination, and stakeholder management skills. Strong analytical and problem-solving abilities. Secondary Skills ITIL Intermediate or Expert certification. Experience in Agile/Scrum environments. Exposure to cloud platforms (AWS, Azure, GCP) and modern deployment tools.

Manage and coordinate all aspects of the Change Management process in accordance with ITIL best practices. Plan, schedule, and oversee software and infrastructure releases across multiple environments. Conduct Change Advisory Board (CAB) meetings and ensure proper risk assessment and impact analysis. Collaborate with development, QA, operations, and business teams to ensure successful deployments. Maintain and improve the Change and Release Management policies, processes, and documentation. Monitor and report on change and release metrics (e.g., success rate, rollback incidents, lead time). Ensure compliance with audit and regulatory requirements. Identify and implement process improvements to enhance efficiency and reduce risk. Primary Skills 46 years of experience in Change and Release Management roles within ITIL-aligned environments. Strong understanding of ITIL framework (certification preferred). Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management). Familiarity with CI/CD pipelines and DevOps practices is a plus. Excellent communication, coordination, and stakeholder management skills. Strong analytical and problem-solving abilities. Secondary Skills ITIL Intermediate or Expert certification. Experience in Agile/Scrum environments. Exposure to cloud platforms (AWS, Azure, GCP) and modern deployment tools.

69 years of experience in IT Service Management (ITSM), with a strong focus on incident and problem management. ITIL v3 or ITIL 4 Foundation certification (Intermediate or Expert level preferred). Experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management. Strong analytical and troubleshooting skills. Excellent communication and stakeholder management abilities. Ability to work in a high-pressure, 24x7 support environment (if applicable). Primary Skills Incident Management: Lead the end-to-end incident management process, ensuring timely resolution and communication. Coordinate with technical teams to restore normal service operations as quickly as possible. Problem Management: Identify and analyze root causes of recurring incidents. Drive the creation and implementation of permanent solutions to prevent incident recurrence. Secondary Skills Experience in managing major incidents and crisis communication. Familiarity with DevOps or Agile environments. Exposure to automation and AI/ML in ITSM processes.

46 years of experience in IT Service Management (ITSM), with a strong focus on incident and problem management. ITIL v3 or ITIL 4 Foundation certification (Intermediate or Expert level preferred). Experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management. Strong analytical and troubleshooting skills. Excellent communication and stakeholder management abilities. Ability to work in a high-pressure, 24x7 support environment (if applicable) Primary Skills Incident Management: Lead the end-to-end incident management process, ensuring timely resolution and communication. Coordinate with technical teams to restore normal service operations as quickly as possible. Problem Management: Identify and analyze root causes of recurring incidents. Drive the creation and implementation of permanent solutions to prevent incident recurrence. Secondary Skills Experience in managing major incidents and crisis communication. Familiarity with DevOps or Agile environments. Exposure to automation and AI/ML in ITSM processes.

Manage and coordinate all aspects of the Change Management process in accordance with ITIL best practices. Plan, schedule, and oversee software and infrastructure releases across multiple environments. Conduct Change Advisory Board (CAB) meetings and ensure proper risk assessment and impact analysis. Collaborate with development, QA, operations, and business teams to ensure successful deployments. Maintain and improve the Change and Release Management policies, processes, and documentation. Monitor and report on change and release metrics (e.g., success rate, rollback incidents, lead time). Ensure compliance with audit and regulatory requirements. Identify and implement process improvements to enhance efficiency and reduce risk. Primary Skills 9 to 12 years of experience in Change and Release Management roles within ITIL-aligned environments. Strong understanding of ITIL framework (certification preferred). Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management). Familiarity with CI/CD pipelines and DevOps practices is a plus. Excellent communication, coordination, and stakeholder management skills. Strong analytical and problem-solving abilities. Secondary Skills ITIL Intermediate or Expert certification. Experience in Agile/Scrum environments. Exposure to cloud platforms (AWS, Azure, GCP) and modern deployment tools.

We are looking for a Service Management lead who is process oriented. Will build/transfer ITIL processes including demand, service portfolio, service catalog and service fulfilment. ITIL and Lean, Six Sigma and/or Agile/Scrum expert desired. 6-10 or more years of service management; ITIL v3 Certified (foundation as a minimum, manager or expert level desirable); Strong verbal and writing skills in order to effectively communicate information to clients and internal team members; Awareness of a number of service management tools such as BMCs IT Service Management (ITSM, Remedy); Time management skills to meet agreed targets; Experience of designing, developing and/or implementing ITIL aligned processes; Primary Skills They must knowledge/experience with Incident, MIM, Service Request, Problem, Change management and SLA reporting. Apart from these, other critical area is CMDB / Asset Management / SCAM. A Senior Service Management Consultant can be a member of a team, leading the team, assisting the lead or working independently. Secondary Skills They lead or work independently designing, developing and implementing deliverables, conducting research and performing analysis. The Service Management Consultant focuses on all of the ITIL service management lifecycle stages and a number of its processes within an outsourcing bid, consulting assignment or an implementation. They will be responsible for aspects of the overall delivery.

Project Role : Application Developer Project Role Description : Design, build and configure applications to meet business process and application requirements. Must have skills : SAP Field Service Management Good to have skills : SAP Sales and Distribution (SD)Minimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Developer, you will design, build, and configure applications to meet business process and application requirements. Your typical day will involve collaborating with teams to develop solutions and ensure applications meet business needs. Roles & Responsibilities:- Expected to be an SME- Collaborate and manage the team to perform- Responsible for team decisions- Engage with multiple teams and contribute on key decisions- Provide solutions to problems for their immediate team and across multiple teams- Lead the team in implementing innovative solutions- Conduct regular team meetings to discuss progress and challenges- Stay updated on industry trends and technologies to enhance team performance Professional & Technical Skills: - Must To Have Skills: Proficiency in SAP Field Service Management- Good To Have Skills: Experience with SAP Sales and Distribution (SD)- Strong understanding of SAP Field Service Management functionalities- Experience in customizing and configuring SAP Field Service Management modules- Knowledge of integration with other SAP modules- Ability to troubleshoot and resolve technical issues efficiently Additional Information:- The candidate should have a minimum of 5 years of experience in SAP Field Service Management- This position is based at our Bengaluru office- A 15 years full-time education is required Qualification 15 years full time education

Areas of responsibility include Restaurants/Bars and Room Service, if applicable. Assists in the daily supervision restaurant operations and assists with menu planning, maintains sanitation standards and assists servers and hosts on the floor during peak meal periods. Strives to continually improve guest and employee satisfaction. Determines training needed to accomplish goals, then implements plan. CANDIDATE PROFILE Education and Experience High school diploma or GED; 4 years experience in the food and beverage, culinary, or related professional area. OR 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the food and beverage, culinary, or related professional area. CORE WORK ACTIVITIES Assisting in Management of Restaurant Team Handles employee questions and concerns. Monitors employees to ensure performance expectations are met. Provides feedback to employees based on observation of service behaviors. Assists in supervising daily shift operations. Supervises restaurant and all related areas in the absence of the Director of Restaurants or Restaurant Manager. Participates in department meetings by communicating a clear and consistent message regarding the departmental goals to produce desired results. Conducting Day-to-Day Restaurant Operations Ensures all employees have proper supplies, equipment and uniforms. Communicates to Chef and Restaurant Manager any issues regarding food quality and service levels. Ensures compliance with all restaurant policies, standards and procedures. Monitors alcohol beverage service in compliance with local laws. Manages to achieve or exceed budgeted goals. Performs all duties of restaurant employees and related departments as necessary. Opens and closes restaurant shifts. Providing Exceptional Customer Service Interacts with guests to obtain feedback on product quality and service levels. Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. Encourages employees to provide excellent customer service within guidelines. Handles guest problems and complaints, seeking assistance from supervisor as necessary. Strives to improve service performance. Sets a positive example for guest relations. Assists in the review of comment cards and guest satisfaction results with employees. Meets and greets guests. Conducting Human Resource Activities Supervises on-going training initiatives. Uses all available on the job training tools for employees. Communicates performance expectations in accordance with job descriptions for each position. Coaches and counsels employees regarding performance on an on-going basis. Additional Responsibilities Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Analyzes information and evaluating results to choose the best solution and solve problems. Assists servers and hosts on the floor during meal periods and high demand times. Recognizes good quality products and presentations. Supervises daily shift operations in absence of Restaurant Manager. .

The Crisis Manager is responsible for evaluating, escalating and managing major customer incidents from intake through resolution at Blue Yonder. The Incident Management team s role is to expedite service restoration in order to minimize or prevent impact to the business. Incident Management provides support 24x7x365. Coordinate activities across teams to ensure timely and successful service restoration Effectively manage Major Incident conference bridges to maintain order and focus on the task at hand Must be able to maintain composure under pressure Must be able to quickly correlate conditions to alerts and understand their impact to business service Articulate incident recaps for Management with detailed yet concise verbal / written communications Collaborate effectively with Manager & team members Prioritize incidents based on Business impact and urgency Ensure when potential Major Incidents are detected they are escalated appropriately Maintain focus on ultimate goal which is to reduce MTTR Promote adherence to Incident Management and ITSM policy and procedures Identify Major Incident follow up items and takeaways for review Identify and drive continuous improvement Work closely with Change and Problem Management teams Prepare incident reports for management consumption Be flexible with schedule including working various shifts to maintain coverage Knowledge, Skills, Abilities Associate has good English language Skills both verbal and written Associate has expert customer service/phones skills - Being able to walk associates through advanced tasks over the phone and dealing with difficult Must have excellent communication and interpersonal skills to interact with a wide variety of internal and external personnel with emphasis on follow through Must have excellent organization and technical documentation skills. Ability to work calmly under pressure and meet deadlines. 2+ years hands-on experience in Service Management Methodologies & ITIL/ITSM Framework Overall 6+ years of experience with 5+ years of Incident management activities

Areas of responsibility include Restaurants/Bars and Room Service, if applicable. Assists in the daily supervision restaurant operations and assists with menu planning, maintains sanitation standards and assists servers and hosts on the floor during peak meal periods. Strives to continually improve guest and employee satisfaction. Determines training needed to accomplish goals, then implements plan. CANDIDATE PROFILE Education and Experience High school diploma or GED; 4 years experience in the food and beverage, culinary, or related professional area. OR 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the food and beverage, culinary, or related professional area. CORE WORK ACTIVITIES Assisting in Management of Restaurant Team Handles employee questions and concerns. Monitors employees to ensure performance expectations are met. Provides feedback to employees based on observation of service behaviors. Assists in supervising daily shift operations. Supervises restaurant and all related areas in the absence of the Director of Restaurants or Restaurant Manager. Participates in department meetings by communicating a clear and consistent message regarding the departmental goals to produce desired results. Conducting Day-to-Day Restaurant Operations Ensures all employees have proper supplies, equipment and uniforms. Communicates to Chef and Restaurant Manager any issues regarding food quality and service levels. Ensures compliance with all restaurant policies, standards and procedures. Monitors alcohol beverage service in compliance with local laws. Manages to achieve or exceed budgeted goals. Performs all duties of restaurant employees and related departments as necessary. Opens and closes restaurant shifts. Providing Exceptional Customer Service Interacts with guests to obtain feedback on product quality and service levels. Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. Encourages employees to provide excellent customer service within guidelines. Handles guest problems and complaints, seeking assistance from supervisor as necessary. Strives to improve service performance. Sets a positive example for guest relations. Assists in the review of comment cards and guest satisfaction results with employees. Meets and greets guests. Conducting Human Resource Activities Supervises on-going training initiatives. Uses all available on the job training tools for employees. Communicates performance expectations in accordance with job descriptions for each position. Coaches and counsels employees regarding performance on an on-going basis. Additional Responsibilities Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Analyzes information and evaluating results to choose the best solution and solve problems. Assists servers and hosts on the floor during meal periods and high demand times. Recognizes good quality products and presentations. Supervises daily shift operations in absence of Restaurant Manager. .

As a Software Developer you'll participate in many aspects of the software development lifecycle, such as design, code implementation, testing, and support. You will create software that enables your clients' hybrid-cloud and AI journeys. Your primary responsibilities includeComprehensive Feature Development and Issue ResolutionWorking on the end to end feature development and solving challenges faced in the implementation. Stakeholder Collaboration and Issue ResolutionCollaborate with key stakeholders, internal and external, to understand the problems, issues with the product and features and solve the issues as per SLAs defined. Continuous Learning and Technology IntegrationBeing eager to learn new technologies and implementing the same in feature development Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Minimum of 5 years of experience in Incident, Problem, and Change Management roles. Proven experience managing ITSM processes, particularly Incident, Problem, and Change Management, in a large or complex environment. Analytical and problem-solving abilities with a focus on root cause analysis and continuous improvement. Proficiency in ITSM tools (e.g., ServiceNow, Remedy, or similar platforms). Ability to lead and facilitate discussions, including during high-pressure situations like Major Incidents Preferred technical and professional experience Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience). ITIL certification (Foundation or higher) is highly desirable.\ Strong technical acumen and understanding of IT operations and infrastructure

Areas of responsibility include Restaurants/Bars and Room Service, if applicable. Supervises daily restaurant operations and assists with menu planning, maintains sanitation standards and assists servers and hosts on the floor during peak meal periods. Strives to continually improve guest and employee satisfaction and maximize the financial performance in areas of responsibility. Determines training needed to accomplish goals, then implements plan. CANDIDATE PROFILE Education and Experience High school diploma or GED; 4 years experience in the food and beverage, culinary, or related professional area. OR 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the food and beverage, culinary, or related professional area. CORE WORK ACTIVITIES Managing Day-to-Day Operations Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees absence. Maintains service and sanitation standards in restaurant, bar/lounge and room service areas. Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. Leading Food and Beverage Team Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Encourages and builds mutual trust, respect, and cooperation among team members. Serves as a role model to demonstrate appropriate behaviors. Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills. Develops specific goals and plans to prioritize, organize, and accomplish your work. Ensures and maintains the productivity level of employees. Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective. Ensures compliance with all food beverage policies, standards and procedures by training, supervising, follow-up and hands on management. Ensures compliance with all applicable laws and regulations. Ensures compliance with food handling and sanitation standards. Ensures staff understands local, state and Federal liquor laws. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. Establishes guidelines so employees understand expectations and parameters. Monitors alcohol beverage service in compliance with local laws. Ensuring Exceptional Customer Service Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Manages day-to-day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis. Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations. Empowers employees to provide excellent customer service. Acts as the guest service role model for the restaurants, sets a good example of excellent customer service and creates a positive atmosphere for guest relations. Handles guest problems and complaints. Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction. Ensures corrective action is taken to continuously improve service results. Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement. Manages service delivery in outlets to ensure excellent service from point of entry to departure (eg, greeting from hostess, speed of order taking and food and beverage delivery, fulfillment of special requests, collection of payment invitation to return). Managing and Conducting Human Resource Activities Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. Identifies the educational needs of others, develops formal educational or training programs or classes, and teaches or instructs others. Ensures employees are treated fairly and equitably. Strives to improve employee retention. Ensures employees receive on-going training to understand guest expectations. Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns. Strives to improve service performance. Ensures recognition is taking place across areas of responsibility. Additional Responsibilities Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Analyzes information and evaluating results to choose the best solution and solve problems. Assists servers and hosts on the floor during meal periods and high demand times. Recognizes good quality products and presentations. Supervises daily shift operations in absence of Assistant Restaurant Manager. Oversees the financial aspects of the department including purchasing and payment of invoices. At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Areas of responsibility include Restaurants/Bars and Room Service, if applicable. Assists in the daily supervision restaurant operations and assists with menu planning, maintains sanitation standards and assists servers and hosts on the floor during peak meal periods. Strives to continually improve guest and employee satisfaction. Determines training needed to accomplish goals, then implements plan. CANDIDATE PROFILE Education and Experience High school diploma or GED; 4 years experience in the food and beverage, culinary, or related professional area. OR 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the food and beverage, culinary, or related professional area. CORE WORK ACTIVITIES Assisting in Management of Restaurant Team Handles employee questions and concerns. Monitors employees to ensure performance expectations are met. Provides feedback to employees based on observation of service behaviors. Assists in supervising daily shift operations. Supervises restaurant and all related areas in the absence of the Director of Restaurants or Restaurant Manager. Participates in department meetings by communicating a clear and consistent message regarding the departmental goals to produce desired results. Conducting Day-to-Day Restaurant Operations Ensures all employees have proper supplies, equipment and uniforms. Communicates to Chef and Restaurant Manager any issues regarding food quality and service levels. Ensures compliance with all restaurant policies, standards and procedures. Monitors alcohol beverage service in compliance with local laws. Manages to achieve or exceed budgeted goals. Performs all duties of restaurant employees and related departments as necessary. Opens and closes restaurant shifts. Providing Exceptional Customer Service Interacts with guests to obtain feedback on product quality and service levels. Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. Encourages employees to provide excellent customer service within guidelines. Handles guest problems and complaints, seeking assistance from supervisor as necessary. Strives to improve service performance. Sets a positive example for guest relations. Assists in the review of comment cards and guest satisfaction results with employees. Meets and greets guests. Conducting Human Resource Activities Supervises on-going training initiatives. Uses all available on the job training tools for employees. Communicates performance expectations in accordance with job descriptions for each position. Coaches and counsels employees regarding performance on an on-going basis. Additional Responsibilities Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Analyzes information and evaluating results to choose the best solution and solve problems. Assists servers and hosts on the floor during meal periods and high demand times. Recognizes good quality products and presentations. Supervises daily shift operations in absence of Restaurant Manager. At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Drive the customer onboarding experience by providing tailored solutions and best practices that create immediate value. Deliver engaging and effective product training for IT admins and end users, empowering them to maximize adoption and achieve success. Proactively address customer challenges and collaborate across teams to ensure a seamless onboarding experience. Qualifications What We re Looking For Customer-centric mindset: passion for simplifying complexities and delivering measurable value. Technical Expertise:

The role requires strong leadership, strategic thinking, and the ability to drive innovation and efficiency within the technology department. It demands extensive experience in leading complex data center infrastructures, focusing on servers, SAN storage, high availability, disaster recovery, and hybrid environments, including data center operations and physical servers (blade and rack). Responsibilities include designing and testing backup strategies, maintaining documentation, ensuring compliance with regulations, and conducting product and vendor evaluations. Collaboration with various IT teams, the security team, and business stakeholders is essential The role includes setting up processes, prioritizing tasks, and defining KPIs for on role and offrole team members must have experience in managing large technical teams, coaching and motivating them. Required to lead IT infrastructure audits, oversee IT projects, and implement ITIL service management solutions. Managing vendor relationships and handling budgets (CAPEX and OPEX) are crucial. The focus is on saving costs and using technology and personnel efficiently. Data Centre Management Person should have extensive experience in leading data center infrastructure for complex organizations, specialize in automation, SAN storage, high availability, and disaster recovery design. Manage hybrid environments that encompass data center operations, cloud technologies like VMWare and Azure, and physical servers, including blade and rack servers. Drive the organizations hybrid cloud strategy by designing and implementing innovative server systems, networks, storage, and security infrastructure. Research and analyze new technologies and services, collaborating with external vendors, partners, and suppliers to identify solutions that add business value. Provide technical and critical data analysis, preparing project plans that align with business objectives. And lead and support data center virtualization, service delivery, automation, and implementation, leveraging in-depth understanding of computer software, hardware, and networks. Oversee the daily operations of data centers and virtual environments, ensuring uninterrupted business continuity. Guide the respective team in resolving issues and monitoring capacity utilization, making resources available to meet demand. As the architect of hybrid cloud infrastructure, continuously seek opportunities for technology platform consolidation, automation, cost savings, and service quality improvement. Role involves deep engagement in interconnecting resources and devices, as well as arranging physical and logical security workflows. Enterprise Databackup Developing Backup Strategies: Designing and implementing backup and recovery procedures to safeguard critical data. Conducting Regular Tests: Performing regular tests to verify that data can be successfully recovered in case of emergencies. Maintaining Documentation: Keeping accurate documentation of backup procedures and configurations. Collaborating with IT Teams: Working closely with IT teams and stakeholders to establish data retention and archival policies. Ensuring Compliance: Ensuring compliance with data privacy regulations and company policies. Optimizing Storage Solutions: Managing backup storage solutions and optimizing storage capacity. Team development Strong in setting process and Prioritization the tasks and activities. Ability to define KPIs and handled large teams to techies Coaches and builds a team, so that it is more effective at achieving the vision Motivates and inspires people within IT infra to engage and work as a team with the common goal Participates in monthly, quarterly, and annually reviews with function head and own team Take the lead in the selection process to identify the right talent for various positions within the team Identifies and creates development opportunities, enhanced domain knowledge, and technical expertise for team members Other mandatory skills Lead IT infrastructure audits, interact with internal teams and auditors, ensure standards are maintained, and resolve auditor queries. Oversee IT infrastructure projects, acting as PMO to track, monitor, execute, and close projects. Utilize ITIL service management background to implement configuration, change, and incident management solutions, along with best practices for capacity, performance, and disaster recovery. Conduct product and vendor evaluations to ensure top-notch technologies and partners. Manage strategic vendor relationships and assist in IT procurement negotiations. Regularly review and audit the performance of system integrators, vendors, partners, and OEMs. Collaborate with the security team to deploy secure IT infrastructure for enterprise and customer projects. Manage CAPEX and OPEX budgets, forecast spending, and efficiently handle software licenses within budget constraints. Control costs and monitor dynamic IT infrastructure, including cloud servers, SAAS services, and DC power. Focus on cost-saving measures and efficient use of technology and personnel

About the Job The Service Desk Manager (SDM) plays a critical role in the IntouchCX Global Service Desk team and will oversee the day-to-day activities of service-desk operations, ensuring users and business teams receive the support they require. The role is a combination of general management, service operations, and special projects. The Service Desk Manager will wear many hats - in addition to managing a potentially large team of support agents, they will also monitor operations to make sure issues and service requests are addressed on time, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements. They would also serve as the service-desk liaison to major business-impacting initiatives. As Global Service Desk Manager, You Will Manage the day-to-day operations of a 24/7 Global Service Desk with teams working across multiple geographical locations, providing phone, email, and live chat support in line with the agreed Service Level Agreements. Demonstrate a strong understanding of process, delivery, and operations management to ensure efficient and effective execution of operations. Provide and manage service delivery best practices, managing tickets, chats, escalations, and client expectations. Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents. Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnout. Develop SLAs and OLAs to set expectations and measure the performance of the Global Service Desk team. Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality. Owner of key measurements and service levels for Global Service Desk services. Responsible for ensuring all KPIs and metrics are measured and adhered to. Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed. Deep dive into processes to identify gaps and develop strategies for improvement. Responsible for mentoring and coaching the Global Service Desk leads and teams with their career plans. Focus on delivery and can direct their team to deliver Service Level Agreements that enable the business to meet its objectives. Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges. Conduct annual performance evaluations for all direct reports. Regularly connect with leadership and management to review Global Service Desk performance and ongoing issues. Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements. Responsible for supervising the team, managing team conflicts, and demonstrating quick decision-making capabilities to maintain sound team health. Review the teams performance regularly and provide necessary feedback and guidance for improvements. Plan, coordinate, and manage ad-hoc projects for the GSD team as needed. Act as a liaison between GSD and other IT and support departments. As Global Service Desk Manager, You Need Full-time Technical Graduate or relevant post-secondary degree preferred. Must have 12+ years of experience in IT service management. 5+ years of relevant experience in managing IT Help Desk Operations or Technical Service Desk. Understand processes, delivery, and operations management. 7 + years of experience working in the Service Desk under various roles. Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies. ITIL certification is desired. Additional technical certifications are an asset. Must have good logical probing, understanding, and troubleshooting skills. Must have exceptional written and oral communication skills. Technical awareness with hands-on knowledge and experience on various technologies. Positive attitude towards solving customer problems. Ability to accurately prioritize tasks and accomplish them in a timely fashion. Ability to review various processes and procedures to keep them up to date at regular intervals. Self-motivated and able to work in a fast-paced environment with the ability to think and act independently. Strong analytical and problem-solving skills. Strong relationship-building skills, can network and work well with remote stakeholders. Excellent reporting and presentation skills. Superior attention to detail with an eye for accuracy. ,