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Service Delivery Manager

Mumbai, MH
Job Code:
  • IT
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Job Details

Define and own the change/incident/problem management standards processes and policiesEnsure that change/incident/problem management occurs as per these standards, supporting the APS teams where neededProvide standardized reporting to the management on change/incident/problem management, including trend analysis and recommendationsProvide specific KPIs such as ratio of incident escalated to level 3, ratio of incident after a change in production (development or infrastructure) Facilitate the resolution of major incidents requiring a significant amount of work and/or transversal coordination,Take the ownership on communication on behalf of APS leaders to ensure proper communication in case of major incidents, ie substitute or assist APS team leaders to communicate to user / sponsors etcChase APS team leaders to provide updates on actions linked to P1 / P2 incidentsChair the monthly departmental incident and problem management meetings (SAP)Chair the quarterly application SLA review steerings with territoriesEnsure a good level of communication with CIB infrastructure teams via regular transversal infrastructure reviews, as well as ad-hoc contacts if/when requiredRegular Quality checks on ServiceNow (all P1 correctly informed in ServiceNow)Participate to global incident reporting by helping APS management to detail information related to the declaration.Propose processes improvement by capitalizing on incidents, communication failures, recurring incidents, etc Participate in definition of production levels (SLA and OLA), assess development and production team on the perimeter, and participate in the transformation of the organization by assisting APS management to operate transfer of support responsibilities & knowledge between development and APS.Participate to the setup and implementation of global user and technical service request process in CIB ITO and CIB infrastructure teams based in Paris and LondonIncident Management and reporting, in close conjunction with rest of the Support teams in Paris, London, Mumbai and New-York and with the infrastructure teams (System, DB, Networks) in London.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science) | BCA (Computer Application)

Experience: 5-8


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