Delivery Manager - Service Desk

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Currently we are hiring in the area of Service Desk - Delivery Management for our tier 1 IT client. Below is the JD for the same:

Client: Leading IT Player

Location: Gurgaon

Career Level: Manager / Sr Manager

Experience:

- Manager - 10-14 years

- Sr Manager - 15 years and above

Experience Profile:

We are looking to hire Service Desk leader who have experience in end to end management of large and complex programs for our India based offshore delivery centers Service Desks supporting multiple Clients.

For this role, we are looking for professionals who have technical expertise on Service Desk support and services. This position is a key leadership role and will require experience in client management, good communication and problem management skills including -

- Provision/Deploy environments per the application’s requirements

- Deploy applications to staging/production per CIO architecture standards

- Escalation point for teams when they encounter application issues thought to be related to the technical platform, new environments, etc.

- Provide single window service to App team on all Infrastructure areas.

- Provide direction/platform to App teams to discuss with the right contacts for dependent support teams, viz Operations Architecture, Monitoring, Network, Batch, Security, etc.

- Provide peer review/coaching on the solution

- Tier 3 production support for platform related incidents and issues

Minimum Skill Requirement:

- Review incoming work (incidents / Service Requests), for sufficient information to facilitate effective incident or request processing.

- Escalate incidents and Service Requests to the appropriate resolver organization team, and monitor progress.

- Notify incident escalation to Group IM, supplier or interfacing supplier as per the defined incident management escalation procedures.

- Validate escalation closure and determine communication requirements in line with published escalation procedures.

- Assist in the development of P1 & P2 incident notifications

- Communicate the status of all open P1 & P2 incidents

- Provide ticket updates to various stakeholders like Local service Desks and Enterprise Service Providers

- Ticket reassignments between Enterprise Service Providers

- Assist Support Central and ITSM access issues by coordination with companys Methods and Tools

- Publish communications by Service Now or Email

- Service Recovery of the DSATs to complete the RCA

- Record and activate MOTD, post approval from the authorized person

- Ensure no breaches of zero Tolerance Parameters (ZTP)

- Maintain high level of enthusiasm during the client call, throughout the shift

Good to Have:

- ITIL v3 awareness & Certification

- Ability to lead and manage a team

- Strong customer focus

- Strong experience of Service Desk processes and Service Management within an ITIL

- Directly related education, training and experience includes:

- Significant experience of managing and developing teams and third party suppliers

- Significant experience of managing teams within a Service Desk

- Client Management skills

- Experience of working within an ITIL based service management framework

- Strong analytical skills and problem solving ability

- Knowledge of ITIL based service management processes

- Ability to prioritize conflicting demands effectively

If this interests you then please apply asap so as to get connected with you.

HR Access Team.