ITSM - Service LeadJob Description
- Managing multiple service teams and build synergies between services.
- Understand and maintain the organization's ratio between service revenue, resource planning and maintain the team.
- Responsible to service budget and quality.
- Create, modify, update and populate the service descriptions, operation level agreements, and service offerings.
- Ensure issue-free operations and effective handling of customer escalations.
- Capable of tracking the service improvement plan and aligning the capacity, availability of resources.
- Keep track of automation levels within service operations and to improve them.
- Responsible to introduce new service delivery tools and redesigning the operational procedures
- Assurance of SLAs / KPIs / OLAs and service quality.
- Promote the organization's goals and to implement evolving technologies in service.
- Responsible to build and implement security guidelines.
- Running the service operations in close cooperation with other IT process owners and service owners.
- Ensure service quality.
- Service definition, scoping, and policy formulation: Consolidate and review inputs and contribute towards identifying new service lines in order to assist service owners in designing a scalable and robust infrastructure. Should have managed a team of 12-15 members, delivering/managing middleware IT operations. Should be hands-on in terms of technology. Should have an understanding of processes and quality aspects
- Expert-level knowledge of IT asset management, incident/request management, problem management, change/release management, Availability and capacity management.
- Ability to manage multiple related services and to build synergies between the services.
- Ability to understand the customer requirements and suggest feasible technology options available.
- Good understanding of general data center technologies.
- Deep understanding of one of more areas of Datacenter operations Compute, Virtualization, Storage, Network, Backup, Database, Middleware, AD/IAM, Tools, Application operations.
- Experience with executing transition and transformation projects.
- Experience in managing large IT operations.
- Experience on Upgrades, Migrations, Performance Tuning, and advanced Root cause analysis
- Windows 2008 R2/2012/2016 administration
- Experience in data center Safety and Security measures
- Data mining/analysis skill
- ITIL Foundation, PMP, Lean, Six Sigma and/or Risk related certifications
