Service Operations Manager

Service Operations Manager

Responsibilities

• Manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved. Focus on the quality of service delivery including application availability, performance, support responsiveness and standard operating procedures

• Manage the global delivery and support for more than 30 mission critical and complex applications

• Responsible for establishing reports and metrics to measure performance against SLA and ensuring that SLA are achieved and client’s expectation are met or exceeded

• Build service relationship with clients

• Ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery

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Requirements:

• Minimum 10 years of experience in IT Service Management capacity providing Application / Production support

• Preferably ITIL manager certified or experience in ITIL implementation with global/regional organization

• Must have minimum 8 years of managing teams providing application delivery and global support of multiple applications with 24x7 coverage in a FSI industry

• Experience in Change Control process, monitoring and escalation issues in production service environment

• Mature people management skills, budget management and experience in building teams

• Strong customer-service orientation, self-driven and hands-on

Interested candidates please send in your resumes to sales@enggsol.net. All resumes will be held in strict confidence and only shortlisted candidates will be notified.