Specialist or Senior Specialist – Service Operations

Linde Global Support Services Pvt. Ltd | Business Area: Information Services (IT)
Specialist or Senior Specialist – Service Operations Kolkata, WB, India | Workplace Type: On-Site | Job Type: Regular / Permanent / Unlimited / FTE | Reference Code: req24566
It's about Being What's next. What's in it for you? The Specialist or Senior Specialist for this position is required to foster, support, improve, and lead the Incident Problem & Change Management Processes for Linde IS. As part of the Incident and Problem Management team the person should work to drive the effective daily Operational Management of ‘Incident and Problem Management’ for all services delivered via Enterprise Services including those provided by third party vendors and outsource partners At Linde, employees can enjoy a range of benefits that make the workplace comfortable and enjoyable. These include loyalty offers, annual leave, an on-site eatery, employee resource groups, and teams that provide support and foster a sense of community. These benefits demonstrate Linde's commitment to creating a positive work experience for its employees. Making an impact. What will you do? In this role you will lead cross-functional teams for the investigation and resolution of major incidents or for problem reviews once major incidents are resolved, interact with all support teams (including service desks) to ensure that they have the appropriate knowledge and support documentation to effectively perform the agreed support processes. You will receive escalations from Enterprise Services and Business Services Service Management teams for incidents and problems and then manage the resolution of these incidents and problems to completion, work with Enterprise and Service Provider users of the Incident and Problem Management tools and processes to ensure that they receive the appropriate education. Build relationships with delivery teams both globally and regionally to foster the proactive management of the Incident and Problem Management processes, lead Technical Reviews and Major Incident Reviews with Enterprise Service teams (inc. 3rd parties) and represent Enterprise Services at the resulting Service Improvement Reviews with Business Services You are responsible to support the Technical Change Management team in promoting, communicating, and developing the Change Management processes and toolsets, support the global implementation of one harmonized tool and process for End-to-End Service Operation Processes, hosting Global CAB (involvement of ES technical teams and external Providers such as T-Systems) and local CAB, publish the minutes and track actions through to completion, complete quality assurance against change requests ensuring that all pre-requisite information is included & support service delivery units in facilitating the Change Management process with 3rd party suppliers You should collaborate with IS teams to ensure follow up on all required activities related to Service Operations, monitor and report non-compliance with the Service Management process, escalate issue with compliance to the Service Quality Management Team Lead, liaise with customers, 3rd party suppliers and technical resources to obtain information required to support the change process, support configuration management process providing necessary data as required, support all teams working with IS Tools (HP Service Manager) in all questions concerning process performance, ongoing quality assurance and functional improvements and discover process weaknesses/gaps and propose/implement measures for improvement. Winning in your role. Do you have what it takes? You should have the ability to plan your own workload and work in teams effectively, self-motivated, with the ability to learn and work in a meticulous and organized manner, have excellent communication skills required to effectively coordinate with other IS functions and with peers across locations working across different time zones, you are required to communicate with stakeholders, using reasoning, to achieve successful outcome for the assigned responsibility, specifically in own subject area. Further, you should have confirmed analytical skills, together with the ability to think "outside the box". The solution to the problem is based mainly upon previous experience but also on the analysis of factual and qualitative information, impact the business by quality of own work and through the ability to deliver high quality and successful solutions within own area of expertise, have the ability to communicate concepts to people from a variety of business and IS backgrounds and at all levels of the organization, work independently, permanent willingness to learn and change, listen & communicate and should be flexible to work across different time zones as required in a Global environment Additionally, you should have thorough understanding of Service Management principles and practices, self-motivated with the ability to work individually and as part of a wide peer network, have broad understanding of the technologies used in Linde and objectives, have the ability to learn and absorb knowledge quickly, have the ability to make risk-based decisions and deliver within tight deadlines and proactive in identifying improvement areas. You should have a degree equivalent from a reputed institute Further, you should have overall 5 - 12 years of relevant IT experience working with reputed companies, have technical Knowledge in the specific technical areas, practical experience of Service Management process, Quality assurance and validation know how & experience working in offshore teams. Why you will love working for us! Linde Plc. is a leading global industrial gases and engineering company with 2024 sales of $33 billion and 65,000 employees spread across multiple countries. We live our mission of making our world more productive every day by providing high-quality solutions, technologies and services which are making our customers more successful and helping to sustain and protect our planet. Linde Global Support Services Pvt. Ltd. (LGSS) is a wholly owned subsidiary of Linde, based out of Kolkata, India. It is a Global IT Delivery Center that has been successfully delivering IT Enabled Services to the group companies of Linde, across the world for almost two decades, since 2006. Our goal is to provide and support IT services and solutions that are critical for the operation of the entire group. As part of Linde's core Global IT Team, we cover a wide portfolio of IT services and solutions that ensure the continuous operation of Linde's business across multiple businesses across various geographies, time zones and cultures. The technical teams use their IT skills and experience to maintain and manage the IT applications and infrastructure of the organization. At Linde Global IT Delivery Center, Kolkata we offer exciting career opportunities to grow and work in leading technologies in a truly global work environment. Have we inspired you? Let's talk about it! We are looking forward to receiving your complete application (motivation letter, CV, certificates) via our online job market. Any designations used of course apply to persons of all genders. The form of speech used here is for simplicity only. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law. Linde Global Support Services Pvt. Ltd acts responsibly towards its shareholders, business partners, employees, society and the environment in every one of its business areas, regions and locations across the globe. The company is committed to technologies and products that unite the goals of customer value and sustainable development. #LI-DNI