Job Description

Job Summary

This role ensures seamless application support and maintenance operations, driving high customer satisfaction and adherence to service level agreements within defined budgets. The individual leads operational excellence initiatives, manages escalations, and provides strategic direction to support teams to achieve continual service improvement.

Key Responsibilities

1. Oversee support operations using ITSM tools such as ServiceNow and BMC Remedy to ensure service delivery meets agreed SLAs and customer requirements.
2. Implement escalation management processes, leveraging root cause analysis and incident tracking systems to resolve critical issues and communicate status to stakeholders.
3. Drive process effectiveness and continual improvement by analyzing operational metrics with data visualization platforms like Power BI or Tableau.
4. Manage operational budgets using financial management tools to ensure cost-effective service delivery and adherence to budgetary constraints.
5. Identify, assess, and mitigate operational risks through proactive monitoring and structured risk management techniques, escalating significant risks to senior management as needed.
6. Lead and coach support teams, facilitating knowledge sharing, performance management, and adoption of best practices in application support.

Skill Requirements

1. Expert Proficiency In Operations Management Practices And ItilBased Service Delivery.
2. Excellent Skills In Escalation Management, Including Incident, Problem, And Major Incident Processes.
3. Advanced Proficiency In Itsm Tools Such As Servicenow Or Bmc Remedy.
4. Expert Ability To Analyze And Present Operational Data Using Power Bi, Tableau, Or Similar Platforms.
5. Excellent Understanding Of Service Level Management, Process Improvement, And Operational Budgeting.
6. Strong Leadership, Team Coaching, And Stakeholder Engagement Skills.

Other Requirements

1. ITIL Expert or ITIL 4 Managing Professional certification (optional but valuable).
2. Certified ServiceNow System Administrator or equivalent ITSM tool certification (optional but valuable).
3. COBIT or ISO/IEC 20000 certification (optional but valuable).