ZICC TRM Operations Coordinator Tech & Digital Hyderabad India

As a Coordinator at Zoetis India Capability Center (ZICC) in Hyderabad, your role will involve managing shift rosters for a team of 25+ members supporting 24x7 and 16x5 operations within the Technology Risk Management (TRM) function. Your responsibilities will include coordinating team activities, tracking vacation schedules, managing time-off requests, facilitating smooth handovers between shifts, and suggesting process improvements for shift management and reporting workflows. You will also be responsible for generating SLA reports, monitoring operational activities, and ensuring adherence to service level agreements. Key Responsibilities: - Create, maintain, and optimize shift rosters for a 25+ member team supporting 24x7 and 16x5 service models - Coordinate daily team activities, track vacation schedules, manage time-off requests, and ensure complete shift coverage - Manage transition progress, facilitate smooth handovers between shifts and teams, and maintain records of attendance, leaves, and escalations - Track and monitor periodic operational and maintenance activities, generate SLA reports, and identify improvement opportunities - Coordinate knowledge transition sessions, maintain WIKI, and perform quality checks of KBAs and SOPs - Coordinate relationships between ZICC support resources, service leads, and technical SMEs, collaborate with cross-functional teams, and identify process improvement opportunities Qualifications Required: - University Degree in Computer Science/Information Systems/Business Administration or related field - Minimum of 10 years of professional experience in IT operations, including 3 years in a leadership role - Experience in managing round-the-clock operational teams, coordinating support coverage, and working within a global team environment - Strong understanding of ITSM processes, proficiency with ITSM tools, and familiarity with key TRM functions - Excellent communication and collaboration skills, with the ability to work effectively with technical and non-technical audiences Additional Details: As part of the Technology Risk Management function, you will collaborate closely with ZICC leadership, TRM leadership, and other stakeholders to ensure alignment with organizational goals. You will interact with US-based CISO and heads of TRM Services, as well as with global technology teams and infrastructure departments. Your role does not have responsibility for any operational budget but involves supervising approximately 20-25 ZICC colleague members of the IDAM team. Additionally, you will need to be available to work between 1pm IST to 10pm IST hours, with a minimum of 3 hours of daily overlap with the US ET Time zone.,