Job Description

Position: Service Management Monitoring Lead Reports to: Service Management Job Responsibilities Manage the performance of services to customers (24 x 7, 365 days per year), ensure that service levels are achieved in line Significant proven experience in Operation Command Centre to monitor all events / alerts Drive all the Monitoring events/alerts for early/timely closure Act as escalation point for all requests and incidents against events/alerts. Ensures monitoring alerts and systems events are assessed, prioritized, and managed Design service solutions and support delivery to manage operation in line with ITIL and/or industry best practice Monitoring the productivity & effectiveness of the team against SLA/KPI\'s and drive changes as needed to improvise continual service improvement Ensure operational procedures and practices are well defined, documented and consistently applied Ultimate responsibility for ownership of all events/alerts Collaborate and support the service desk team members in their daily duties Build a high performance culture in the team with a focus on team collaboration, service excellence and ownership for resolving customer issues Track the incidents to conclude in-line with SLAs and quality standards. Provide information about event/alert analysis and KPIs on daily, weekly & monthly basis Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver a more effective service through huddles, briefings Ensure quality reports, up-to-date documentation and manage all audits Should be able to drive initiatives/projects independently Education: Graduate degree or equivalent qualification in Computer Science, IT, Electronics & telecommunication Experience Requirements 10-12 years of relevant industry experience in which minimum 6 year of experience should be as a technical event manager or similar profile in technical delivery environments. Technical Skills - Good Technical knowledge of Infrastructure / Application - ITIL Intermediate/expert Certification - ISO 2000/BS15000 knowledge or having implemented Soft Skills - English speaking is a MUST - Good verbal & written communication - Interpersonal skills - Problem solving and diagnostic skills - Telephonic skills / Email Writing Skills - Team working skill

foundit