Service Manger_VOIS

Role purpose:

Accountable for managing one or more services throughout their entire lifecycle. Service owners are instrumental in the development of service strategy and are responsible for the content of the service portfolio - The service owner is accountable for the service within the organization regardless of where the technology components or professional capabilities reside.

Key accountabilities and decision ownership:

• Manages the risk of operating the service
• Coordinates communication among support staff and systems staff
• Provides input in service attributes such as performance, availability, security, etc.)
• Understands the service (components, etc.)
• Serves as the point of escalation (notification) for major incidents
• Ensures that any changes to the service under their care follows the current change management work practice
• Participates in internal service review meetings (within IT)
• Works with CSI manager and/or service sponsor to identify and prioritize service improvement
• Participates in external service review meetings (with the business)
• Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service
• Ensures that performance meets the requirements of SLAs and OLAs
• Provides reporting and metrics on performance of service
  
  
  

Core competencies, knowledge and experience:

• Strong service management experience
• Widows Or Linux Knowledge
• ITIL Foundation and service management background
• Knowledgeable about DevOps Tools & Technologies
• Knowledgeable about IT Infrastructure, Proxies, Networking, DB, LB & FW Concepts
  
  
  

Must have technical / professional qualifications:

• Bachelor of computer science/ engineering
• 3-5 years IT Support, system administration & operation
• Strong communications, leadership & customer services skills
• Excellent analytical thinking skills and communication Skills
• Strong Negotiations, troubleshooting and problem-solving skills
• Fluent English both oral and written is a must
• Ownership and commitment/Can-do attitude
• Ability to work under Pressure & Handling multi-tasks
  
  
  

#_VOIS

#WeMoveTheWorld

#MoveWithUs