Assoc Servc Ops Exprt-Incident
3d ago

Service Desk Define business / operations specific process workflow in a manner which is simple to understand and execute.

Drive goals in synergy with customer CTQs (critical to quality) Overcome failure modes by tweaking Service operation procedures or people skill Get tool shortcomings addressed either by improving system capability or work around steps to the automation / tool system team Document and conduct audits as per definition Incident Management (IM) Propose and implement corrective steps for the failure modes identified Define processes for the given environment and train resources on same Identify and pick CTQs which are influencers & manage multiple stake holders.

Problem Management Classify, diagnose & run Root cause Analysis (RCA) Identify permanent fix & manage Known Error database Push for SLA & process compliance Interact with other stakeholders to achieve the aboveChange Management (CM) Monitor and control change window / process time lines Understand the change / change plan in question to the level of directing and assisting effective change Manage defined CM Processes and Procedures for appropriate Scripting, testing, Execution and Closure of the Change Configuration Management Identify Configuration Information (Cis) & document and maintain as per process Configuration Management and other interrelated process Maintain and manage configuration management database (CMDB) by updating CIs Release Management (RM) Manage the Release Plans Question RM time lines in order to have no or minimum disruption Analyze quality of tests done in order to avoid post roll out disruptions where needed from time line and test plan Availability Management (AM) Recommend work around as needed with service restoration as the primary goal Work with other processes such as IM & PM in achieving AM goals Financial Management (FM) Manage service billing process as per signed off SOWs with customer Manage defined cost allocation to various overheads.

Capacity Management (CM) Ensure adequate performance and capacity for all IT services Plan Capacity (responsible for its development and management) ITSCM (Information Technology Service Continuity Management) Manage ITSCM process Interpreting plans, test reports, etc.

  • Communicate and maintain awareness on ITSCM Integrate ITSCM within BCM (Business continuity management) Coordinate and arbitrate as required with stakeholders providing personnel, resources and funding SLA management Understand failure modes of process & incorporate necessary controls to overcome failures Establish measurement parameters IT Security Management Define IT security policies in conjunction with business requirements Document & define measurement parameters in line with metrics in SLA Vendor Management (VM) Define & drive the efficiency and effectiveness of VM Process Define process as per the requirement and document in a manner which is simple to understand and execute Define monitoring and measurement parameters for the process in-line with defined deliverable and signed-off SLA Review with Vendors on the SLA Metrics Business Relationship Management Steer Service Reviews with customers and handle issues if any Discuss with customers initiatives taken as an outcome of C-SAT analysis Technical Skills IT Infrastructure Management (A)Incident Management (F)Problem Management (A)IT Change Management (A)Configuration Management (A)Release Management (F)Availability management (F)Financial Management (A)IT Capacity Planning (A)IT Service Continuity Management (ITSCM) (A)Service Level Management (A)IT Security Management (A)Vendor Management (A)Business Relationship Management (A) Behavioral Skills Email Communication, Presentation, Public Speaking (P)Strategic Thinking, Transactions Processing, Planning (F)Analytical Thinking, Scientific Temperament (F)Interpersonal Skills (F), Nurturing Relationships (F)Customer Service Orientation, Business Appreciation (F) Proficiency Legend : (A) - Aware;
  • F) - Familiar; (P) - Proficient; (E) - Expert.

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