Sr. Spec. DDIT IES ISM Digital Experience and Service Mgmt

Major accountabilities:

• Deliver on IT Service Management for specific tower/ service line across ITIL process, Service Operations along with continual service improvement and supplier operational governance Support in Predict and prevent operations for assigned scope with target to identify gaps, reducing MTTR, improving time to delivery and CSAT within the scope in collaboration with service lines.
• Manage a service operations with standardized services, processes and tools to provide efficient, high quality services.
• This role will analyze and identify improvement opportunities in existing processes, procedures, and drive for improvement using Six Sigma, Process simplification or Automation.
• Provide analytical report fora actionable periodic Supplier Governance calls ensuring they deliver quality services, meet all KPIs and SLAs along with CSAT targets.
• This role also needs to work on process simplifications and improvement areas to ensure efficient operations delivery and stable IT environment.
• Support in ensuring that Asset relevant attributes are correctly maintained in the Configuration and Asset Mgmt.
• System.
• Utilize state-of-the-art observability tools like Thousandeyes, Splunk, and other exciting technologies to unravel complex observations and swiftly identify root causes, working closely with cross-functional teams to deliver rapid and effective resolutions.
• Collaborate with cross-functional teams to analyze end user issues, identify patterns and trends, and propose proactive measures to enhance their digital experience.
• Lead the development and maintenance of proactive testing strategies, including scheduled synthetic monitors, ensuring optimal performance and early detection of issues.
• Develop and maintain documentation, sharing your wealth of knowledge in observability practices, troubleshooting techniques, and best practices.
• Stay on the forefront of industry standards, emerging technologies, and best practices within the observability, digital experience, and performance monitoring realms, continually expanding your expertise.

Key performance indicators:

• Stable, compliant, secure, and effective operations measured by Availability, Performance, Capacity Metrics -State of process adherence by suppliers and SLA/ KPI achievements -No major business disruptions, Responsiveness and Recovery Speed of critical incidents / issues in business -Speed and agility in delivering services to users -Operational targets, SLAs and KPIs are met -Productivity gains and defect reduction through continuous improvement -Automation led Programmable Infrastructure and Platform Services -Quality of 24X7 Support

Minimum Requirements:
Work Experience:

• At least 8-10 years of experience in overall IT and minimum 3 years in Service Management and Observability

Skills:

• Proficient in ITIL framework and best practices. Skilled in the analysis, development, and optimization of existing processes and procedures.
• Setup and manage governance models for IT Service Management.
• Proficient in using observability tools such as ThousandEyes and Splunk.
• Ability to swiftly identify root causes and resolve complex observations.
• Skilled in analysing end-user issues and proposing proactive measures.
• Ability to build and maintain positive relationships with IT functions and business stakeholders.
• Strong sense of customer service.
• Stay updated on industry standards, emerging technologies, and best practices within the observability, digital experience, and performance monitoring realms

Languages :

• English
• Good written and verbal communication skill