Define and drive implementation of the roadmap for IT Services management that best serves the operational and strategic goals of the company. Ensure that IT services are available as per agreed SLAs, to business users and customers while driving focus on customer needs and stressing on continuous improvement in service delivery.
- Design the organization’s processes for management of IT infrastructure and Applications, to deliver superior and uninterrupted service to the business. Focus on tools and process reengineering that can lead to early identification of product faults and enable enhanced customer experience.
- Review and evaluate various solutions proposed by vendors/ OEMs and ensure that they meet the overall requirements of IT operations from an immediate, medium, and long-term perspective.
- Review and approve the capacity planning and operating processes for the Production environment.
- Review and finalize the strategy for load handling during peak periods like month-end, year-end and during various product campaigns.
- Assess and consider all kinds of risk to review and make informed decisions around new initiatives or responses to situations.
- Create the business continuity strategy for the Production environment and drive implementation.
- Create and implement governance mechanisms to monitor various projects.
- Drive efficient, ongoing monitoring of IT Services to ensure smooth day-to-day operations.
- Guide, delegate to and conduct reviews with the team of support analysts to ensure that agreed targets are met and appropriate qualitative standards are achieved.
- Develop and implement robust processes to ensure that high quality IT Services are provided to both internal and external customers. Implement methodologies to improve first call resolution.
- Design and develop the reporting structure for faults/ issues to enable the early identification of product faults and reduce risk to the business.
- Analyze service management activity and make recommendations for increased organizational efficiency and effectiveness. Implement staffing and scheduling models to ensure guaranteed coverage to the business.
- Oversee any breaches of SLAs by the IT partner and drive resolution of escalated issues. Review to ensure that processes are managed in an appropriate and timely manner with minimum disruption to the business operations.
- Regularly review and audit the performance of the IT vendor against SLAs.
- Coordinate with various track owners to understand issues, report status of resolution etc.
Pay: ₹611,956.41 - ₹2,087,517.27 per year
Work Location: In person
