Job Description:We are looking for German speaking Service management lead to join our IT team. In this role, you will be responsible for the service operations for one of our customers.Contract and Service operations manager should have hands–on experience on below:Service operations management including incident management, problem management and major incident managementSLA management and adherenceManagement of operations team as per requirementsStatus reporting to managementRisk and issues management with mitigationRole and responsibilities: Transition management: manage service transition across tracks and teamsService and operations management: Track service and operations with:Incident resolutionService request fulfillmentSLA adherencePenalty clausesManages both sets of contracts – with customer as well as with Infosys partnersPoint of contact for escalation management towards services and operationsAssess the scope of the work items within the boundary of the documented scope, and create separate work orders for tasks outside the defined boundaryInterface with service owners and respective track leads to manage operations support, risks and issuesPlan and deliver service improvements over the durationPrepare and publish status reports to stakeholdersExperience with Microsoft Teams Telephony solution build, setup and configuration or Cisco telephonyParticipate in business and system requirements sessions.Expertise in troubleshooting end-to-end business critical issues which include network services and components, integrated (with other solutions) video and audio conferences etc.Expertise and experience in working on end to end monitoring and reporting tools (like EventZero, SCOM, Nagios,Solarwinds, Netscout etc) in the Unified communication domain.Good knowledge on PSTN/PBAX networks.Mange dependencies, risks and issues related to MS Teams telephony or Cisco telephonyWork within 24 * 7 environmentExperience and skills requirements:Hands on experience with service operations managementGood understanding with incident management and change management processes (ITIL processes)Demonstrate sound judgment and ability to work in a team environment in order to perform professional and organizational responsibilitiesAdditional Requirements: Fluent with German and English language verbal and written skillsShould have customer facing skill/ experience and be a team player.ITIL CertificationBehavioural skills:Besides the professional qualifications of the candidates, we place great importance in addition to various forms personality profile. These include: Good analytical skillsDegree of initiative and flexibilityVery good customer orientationHigh quality awarenessHigh verbal and written communication skillsWillingness and flexibility to learn quickly and adapt to different processes as the situation demandsWhat we Offer:Private Health InsurancePerformance BonusMobile Phone/Laptop/Hardware Meal VouchersGerman Classes7Card-Gym subscription23 Holidays/year plus Bank HolidaysEyeglasses Allowance12. Ron child birth allowance.Amazing, brand new, Premium Office Buildings. Free Access to one of the largest learning platforms/Libraries. Amazing work culture, flexibility and Employee oriented attitude.Flexible Hybrid work model.And Many more Perks and BenefitsInfosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.
Service Management Lead in Bucuresti
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