Technical Services Manager

Job Description

Details: Job Description Location: India Position Overview: As the Jr. TSM Manager you will be responsible for supporting Service Management Operations with responsibility for escalating incidents and coordinating resolution on application and infrastructure-related issues and projects. Your leadership will be pivotal in fostering individual growth, enhancing cross-functional collaboration, and driving strategic growth within our service portfolio. Additionally, you will play a key role in improving processes, governance, and customer engagement. Key Responsibilities: Leadership & Management: Pro-active monitoring of tickets and incidents. Assists with the management of local stakeholders" expectations and requirements for delivery of IT services, acting as single point of contact for IT service and support. Coordinates cross-tower communication to ensure incidents and projects are executed in accordance with business expectations. Executes the incidents and problem management processes for regional incidents. Oversees the resolution of all priority #1 and #2 incidents, acts as an escalation point for service issues, and executes the problem management processes for regional incidents. Ensures Service Desk provides effective service to regional and local business stakeholders. Assists with the development of service strategy and improvement initiatives to ensure continuous improvement and effective delivery of IT service requirements. Asides it in providing regular service reporting to regional and local stakeholders on IT performance and SLAs. Delivers business alignment and IT service continuity planning with the regional and local business stakeholders. Operates contracts, conduct governance and service reviews and aides in the management of service improvement initiatives Facilitate cross-functional collaboration to enhance customer success by implementing structured service delivery processes. Job Requirements Details: Qualifications: Bachelor"s degree in engineering, Computer Science, or a related field. Proven experience (1+ years) in a leadership role within Technical Service Management or delivery role operating with complex IT services and environments. Experience (5+ years) with formal service support processes and procedures based on ITIL, including incidents, change, problem management and service improvement. Experience with managing and operating in accordance with effective service level agreements. High degree of proficiency in MS Office Suite, Outlook & Internet applications. Strong analytical, prioritizing, interpersonal, problem-solving skills. Strong verbal and written communication skills (including analysis, interpretation, & reasoning). Solid understanding and application of mathematical concepts. Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as internal and external clients. Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment. Ability to work with and influence peers and management. Self-motivated with critical attention to detail, deadlines and reporting. Show more Show less