Job Description

Support the transition of services from Deployment phase to Hypercare and to BAU. Facilitate Business Platforms Service Level improvements through metrics & dashboards. Proactively triage integration error logs and co-ordinate interim & permanent resolutions.:Key Accountabilities

• Actively support the service transition manager in the following transition actions

• Define the service transition plan and execute service transition actions.
• Define Hypercare and BAU support models.
• Support Hypercare activities including the meetings with technology and business teams. Generate service management metrics/dashboards for Hypercare. Assign tickets to relevant resolver groups and follow through resolution actions.
• Quality Gates reviews for Go-Live and BAU transition.
• Generate various metrics/reports for Service Management including, but not limited to number of tickets created, resolved, open along with the metrics / trends on tickets aging, backlog, resolution times etc.
• Share Service Management Metrics with Platform Support Teams. Hold weekly reviews. Document trends, root causes and follow through improvement actions.
• Monitor & Analyze integration error log entries.
• Follow the pre-defined SOP steps and create the tickets in ServiceNow. Consult Business Analyst and Architect if required. Assign to the relevant resolver. Highlight the specific action required by resolver.
• Monitor the progress of the resolution tickets. Remind/Follow up with relevant resolvers.
• Publish reports on error log trends resolution ticket status metrics.
• Create problem tickets and follow through root cause resolutions for repetitive issues.
• Prepare various artifacts pertaining to ITIL based Service Management including but not limited to 'Policies and Procedures', 'Relevant forms & templates', 'User Guides & xe2x80x98How toxe2x80x99 documents.

Qualifications

• Overall, 7+ yearsxe2x80x99 experience out of which 2-4 years of experience in service management

Professional Knowledge/Skills

• Mandatory skills and experience

• About 2-4 yearsxe2x80x99 experience in service management
• Demonstrated experience in executing Level1 or Level 2 incident management processes.
• Demonstrated experience in excel based service management metrics and analytics
• Proficient in Excel including macros, pivots, graphs etc
• Proven Service Management expertise and experience inc. latest up-to- date certification (e.g. ITIL)
• Excellent Analytical skills
• Good interpersonal and communication skills
• Proactive & self-driven
• Strong collaborative teamwork

• Desired skills and experience

• Working experience in Service Management Office or Program Management office
• Working experience in project delivery in various roles xe2x80x93 Development/Testing etc.
• Reasonable knowledge of PowerBI or similar reporting tools
• Possess functional knowledge of various devops such as Azure DevOps, JIRA etc.
• Ability to organise and facilitate key stakeholder meetings
• Ability to prioritise tasks and manage multiple simultaneous streams of work
• Proactive approach and the ability to work through problems to provide options & solutions

Location: BangaloreBrand: BcoeTime Type: Full timeContract Type: Permanent

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