職種概要
Location- Hyderbad
必要条件
- Team Leadership: Proven experience managing or supervising a service desk team, including recruitment, training, and performance management.
- ITSM Operations: Experience administering service desk tools (e.g., ServiceNow, Jira) and managing incident, problem, and change management processes.
- Metric Management: Experience tracking KPIs like CSAT, ticket volumes, and resolution times to drive service improvement.
- Stakeholder Management: Experience negotiating with suppliers and managing relationships with senior management.
- Experience in ITSM and Event Management: Proven experience in IT service monitoring and event management within a high-velocity, complex environment.
- Technical Proficiency: Familiarity with monitoring tools and platforms such as New Relic, Grafana or similar Monitoring tools.
- Experience Level: At least 3-5 years within a service desk environment is recommended.
職務内容
Overview
Working alongside the Senior Service Manager the Service Operations Manager provides Operational Leadership to the Level 1 Support and Monitoring and Event Management teams to ensure efficient technical service delivery, meeting service level agreements (SLAs) and high customer satisfaction. They oversee daily operations, handle incident escalations, manage staff performance, and implement process improvements.
Core Responsonsibilities
- Operational Management: Monitoring and managing ticket queues (incidents and service requests) to ensure timely resolution within agreed SLAs.
- Team Leadership: Managing, mentoring, and scheduling IT support staff, including conducting performance reviews and training.
- Incident and Escalation Management: Acting as the escalation point for high-priority or complex issues, ensuring proper investigation and communication with stakeholders.
- Performance Metrics and Reporting: Tracking key metrics (e.g., ticket volume, average resolution time) and reporting on SLA compliance to management.
- Process Improvement: Implementing best practices (often ITIL-based), automating workflows, and reducing recurring incidents.
- Customer Experience (CX): Ensuring a user-focused approach, maintaining high customer satisfaction, and promoting quality service.
- Event Handling and Response: Classify and prioritize events, initiating the correct response, which may include automated actions, logging, or escalating to incident/problem management.
- Performance Optimization & Noise Reduction: Analyze event data to reduce “alert noise,” filtering out non-essential alerts so that critical exceptions are addressed promptly.
- Team Leadership & Mentoring: Manage, train, and develop staff responsible for monitoring, ensuring 24/7 coverage if necessary, and facilitating skill development in incident handling.
- Reporting & Continuous Improvement: Review historical event data to improve service reliability, produce performance reports, and identify recurring issues (problem management).
私たちが提供するもの
Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.
Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.
Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.
Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.
Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!
GlobalLogicについて
GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.
