Service Management Lead

Position: Service Management Lead

Job Responsibilities:

A lead needs to lead daily Incidents and Problem management is responsible for ensuring the complete support. Specific responsibilities include:

Accountable to drive daily incidents to early closure with proper RCA

Initiate and drive review of Root Cause of each incident. Need to make sure all action items are recorded and tracked till closure.

Interface with all domains (Mobility, Enterprise, Retail, Financial and Digital Services) and platform leads to optimize all incident basis on recurrences.

Track ALL Incidents and escalate appropriately to leadership.

Act as a point of escalation for SLA breach of any incident, share MIS/SLA and communicate

Responsible for preparations and publishing the proper RFO/RCF/RCA and Detailed plan for long standing incidents.

Drive technically all Sev1 & Sev2 incidents and Monitoring of all SMS/e-mail Notifications till closure and check the compliance with respect to the closure as prescribed in the process

Audit RFOs/RCAs and drive technically to avoid repeat incidents

Driving both PPM and CPM (proactive and corrective Problem Mgt) across all incidents

Own and execute all Problem Management matrices like No of problem records, RCA submission with in TAT, No of open Problem Records, Quality of RCA, tracking the actions items and ensuring timely closure etc.

Publish daily/weekly and monthly dashboards and Identifying areas for improvement using key measurements and drive same.

Interface with all stakeholder not only limited to Service Management [like Change Management, Service Desk and monitoring

Education:

Minimum Bachelor of Engineering.

Experience Requirements

18+ years of relevant industry experience in which minimum 10- 12 year of experience should be as a technical operation excellence or similar profile in technical delivery environments.