Position: Service Operations Manager
Type: Ful Time / C2H
Location: There are three positions one each in NYC, London and Tokyo.
Description:
Provide single point of ownership for incident lifecycle for Ratings Services applications on SmartWork platform.
Understand technical issues and work with Level 2 & 3 support resources to analyze and resolve service outages, and high severity incidents.
Raise incident tickets for emerging system issues based on event notifications generated automatically or reported through other channels.
Facilitate triage sessions for Level 2 Triage Committee during service outages, high severity incidents and events and escalate to Level 3 wherever necessary.
Assign incident tickets to relevant teams based on triage outcome and review resolution progress at both L2/ L3 levels.
Provide periodic status reports to impacted users during the course of service outages or high severity incidents.
Monitor resolution progress of ALL incidents (irrespective of severity) logged in QualityCenter and perform daily workload management for Level 2 support resources.
Facilitate Root Cause Analysis sessions and provide Root Cause Analysis Report for each service outage, and high severity incident with all possible corrective actions
Prepare daily operations report and coordinate hand-over of functions to Service Operations Manager in succeeding time zone (Asia-Pacific-London-New York).
Collect and publish operational metrics and key performance indicators (KPIs) on a monthly basis.
In addition there are specific client requirements for those staffing these positions:
Strong conceptual understanding of technical aspects of all layers within SmartWork platform (web, application, middleware, database etc)
Extensive experience in performing Incident Management and Problem Management for a high availability platform in desired regions.
Good understanding of ITIL best practices for Incident, Event and Problem Management.
Fluency in native regional language if it is not English (Asia-Pacific requires Chinese or Japanese language skills).
Strong facilitation skills and ability to drive technical discussions in an action-oriented manner.
Good follow-up skills and ability to coordinate and work within a matrixed organization.
Thanks & Regards,
Chandra Kant Sharma
International Business Solutions Ltd.
Phone: 732 981 0450 Ext 416
Fax : 732 981 0465
Email:
Web: www.ibs-consulting.net, www.ibs-nj.com
Address: 255 Old New Brunswick Road, Suite N230, Piscataway, NJ 08854.
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