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Hiring for Service Management Analyst - Associate in Pune, for Exp. 7 - 10 yrs at DBOI Global Servic (Pune Job)

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Job Description:Ensures that the Service Operations team provides optimum service level to the DeAM business teams Takes overall responsibility for the resolution of incidents and problems within the team. Oversees the resolution of complex incidents Assists in managing business stakeholder relationships Assists in defining and managing OLAs with relevant stakeholders Ensures that the team understands OLAs and resources appropriately and are aligned to business SLAs Ensures relevant Client Services teams are informed of progress on incidents, where necessary Ensures that defined divisional Production Management service operations and support processes are adhered to by the team. Makes improvement recommendations where appropriate Manages escalations by working with Client Services and other Service Operations Specialists and relevant functions to accurately resolve escalated issues quickly Observes areas requiring monitoring, reporting and improvement Identifies required metrics and ensure they are established, monitored and improved where appropriate Continuously seeks to improve team performance Participates in team training events, where appropriate Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution Identifies team bottlenecks (obstacles) and takes appropriate actions to eliminate them Specify/ select tools to enhance operational support Champions activities and establishes best practices in specialist area, working to implement best of breed test practices and processes in area of profession Defines and implements best practices, solutions and standards Builds, captures and manages the transfers of knowledge across the Service Operations organization Takes handover from US, give handover to EMEA on active issues Support and drive onboarding of new applications into the DeAM Production Services support portfolio Support the overall Production Stability around DeAM applications, making sure that documentation, knowledge, expertise, efficiency and process-adherence apply to the teams standards Ensures that L2 Application Support activities (monitoring, maintenance, SoD / EoD checks, housekeeping) as defined in the run-books, are performed by the appropriate team at an appropriate level


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Posted on: Sunday, 30 April, 2017  08:44
Expires On: Sunday, 21 June, 2020  18:30

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