Job
Description
Expertise is in service management w.r.t coordinating with development partners Should have managed multiple partners and suppliers to get delivery on time with quality Develop estimates and review use cases, and act as product manager. Cost management with suppliers Review and ensure invoices are accurate and approvals coordination for on time payments Track Deliverables, manage releases and review bugs, etc. Will be product owner from Pappaya to drive the roadmap, define the same and publish to all the stake holders. Responsibilities Oversee the end-to-end delivery of IT services, ensuring services meet agreed SLAs (Service Level Agreements). Track KPIs (Key Performance Indicators) to measure suppliers performance and service efficiency. Implement and manage service delivery frameworks, such as ITIL (Information Technology Infrastructure Library). Monitor and improve the quality, efficiency, and reliability of suppliers productivity and services. Coordinate incidents, review incidents resolutions, RCAs, and do problem management to ensure no repeat issues. Change and Release management, oversee changes, upgrades and ensure 99% success rate Coordinate emergency changes with all the stake holders Ensure on time customer notifications for scheduled maintenances. Conduct regular service reviews with internal stakeholders and clients (for major customers and private cloud environments). Act as the primary point of contact for internal teams, external clients, etc. w.r.t infrastructure suppliers, managed services partners, ISPs, etc. Identify and implement opportunities for process improvement using frameworks like ITIL CSI (Continuous Service Improvement). Maintain an inventory of IT assets, such as hardware, software, and licenses w.r.t entire hardware stack across sites. Ensure accurate configuration management through Configuration Management Databases (CMDB) or thru Excel sheets as required. Do risk management and create mitigation strategies, create supplier strategies. Review MSAs, Pos, etc. and ensure suppliers are meeting the contractual obligations. Take care of large migration projects Skills And Abilityy ITIL Certification and PMP Strong knowledge of ITIL frameworks and Agile methodologies (Scrum, Kanban, SAFe). Proficiency with Agile tools like Jira, Trello, ServiceNow, or Azure DevOps. Should have experience in managing large vendors and suppliers Skills to develop automation and create dashboards, reports. Etc. Excellent technical writing, power presentation and excel skills are must Excellent communication and facilitation skills for Agile ceremonies. Strong leadership skills to foster an Agile culture and enable cross-functional teams. Required Skill Set Experience Ability to use scripting and programming languageto build and maintain dashboards using tools like Grafana Ability to develop vendor strategies, budget management and tracking. Good communication, problem solving, analytical, team work, time management and other interpersonal skills Education/Qualification Bachelor s degree in computer science, Information Technology, or a related field. 12-15 years in IT project management using Agile methodologies, DevSecOps, managing development project thru development partners/suppliers.
