AGM - Application Operations

Role

AGM - AO (IT Service Management) – Incident and Problem management

Job Level/ Designation

M2

Function / Department

Information Technology – Application Operations

Location

Pune

Job Purpose

The purpose of this role is to ensure that AO KPIs are tracked and measured, that opportunities for improvement are identified, that improvement initiatives for these KPIs are undertaken with partners, and that progress and status are reported to the Function Head on a regular basis.

We are seeking an ITSM professional to join our dynamic IT operations team. With over 5 years of hands-on experience in incident management and problem management within a fast-paced environment, you will play a crucial role in ensuring the swift resolution of IT service disruptions to minimize business impact and maintain service continuity.

Key Result Areas/Accountabilities

• The role’s primary responsibility would be to analyze data and KPIs across AO function to identify areas for improvements and automations which will be part of continual improvement journey
• Working in a cross functional environment including Incident management, Problem management, Change management, Release management, Knowledge management, SLA management, etc.
• Manage end to end operations of a complex infrastructure to ensure 24x7x365 availability of applications and services.
• Expertise in managing the complete life cycle of the ITIL framework and implementing it in real time through the command center operations.
• Deep understanding of legacy infrastructure.
• Engaged the team in Reactive and proactive Problem management techniques.
• Well versed with 5 why technique to gauge the RC of an assigned problem.
• Ensure brainstorming is carried out in a structural way to gauge the RCA of assigned problem.
• Conduct post-incident reviews to identify root causes and recommend preventive actions to reduce the recurrence of incidents.
• Responsible and accountable for all Major Incident review meetings for all critical incidents – S1/S2. Ensure in-depth RCA is carried out for all incidents.
• Driving continual service improvement initiatives within the business unit across the IT ecosystem.
• Prioritizing tasks in hand based on priority and Business Impact
• Ensuring that the best practices of ITIL is performed within the project.
• Ensuring all the services and processes are compliant as per all internal and external audits.
• Maintaining all KPI’s green with no exceptions.
• Being SPOC, ensuring that all impacted Services/applications are restored at the earliest.
• Implementing best practices across the team to ensure swift operations.
• To drive and coordinate Multivendor Partner Management calls and Governance Forum. Escalate on all open action points where support is required.
• To drive SQM (Service Quality Management) program for all critical IT applications and services and ensure tracking of all action items and improvement areas with partners.

Core Competencies, Knowledge, Experience

• Strong knowledge of ITIL principles and best practices
• Excellent communication skills with the ability to interact effectively with technical teams and stakeholders at all levels
• ITIL Foundation certification preferred
• Should have strong reasoning and analytical skills
• Should be proficient in MS Office especially Excel, PowerPoint

Must have technical / professional qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience in incident management & problem management in a corporate IT environment, with at least 5 years of hands-on experience.
• Ability to work independently and collaboratively in a team-oriented environment.
• Strong problem-solving skills and attention to detail.