Shift Manager
HARMAN International
Bangalore, Karnataka
5d ago

A Career at HARMAN

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA.

When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.

Job Responsibilities :

  • Supervise day-to-day operations of the 24x7 Tier 2 support team
  • Accurately prioritizing incident, request and problem cases in real time based on existing SLA definitions
  • Effectively managing crisis scenarios (ex : service interruptions, urgent production bugs, escalation requests)
  • Effectively leveraging team members to meet SLAs in times of higher ticket volumes to minimize missed support opportunities
  • Being the technical and soft skills lead for Tier 2, ensuring that established processes and procedures are followed
  • Promoting effective communication between team members
  • Being the Point of Contact for internal and customer questions during the shift
  • Working high priority cases and reviewing escalated cases to ensure no high priority cases were missed
  • Works with customer operations teams to ensure good coordination of IT changes without impacting business processes.
  • Define, document, agree, monitor, measure, report and review the level of IT services provided
  • Monitor and improve customer satisfaction with the quality of service delivered
  • Monitor service performance against SLAs
  • Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so
  • Review and revise underpinning agreements and service scope
  • Produce service reports
  • Conduct service reviews and instigate improvements within an overall Service Improvement Plan
  • Supports the sourcing strategy, and provides oversight for IT vendors relationship management.
  • Required Skill Set :

  • Application and Maintenance support background
  • Familiar with Kubernetes, Container Management and Microservice based application support, Middleware / DBA knowledge
  • Good knowledge on Cloud environment such as AWS, Azure, Other Cloud based platforms.
  • Good experience in leading Application Support Teams through crit-sit scenarios with pragmatic approach towards trouble-shooting.
  • Sound experience in Client and Stakeholder Management, excellent communication skills(Verbal / Written)
  • Experience working with Service Now with good awareness of all ITIL processes.
  • Metrics driven with an analytical approach towards work load management.
  • Good experience working with cross functional teams in resolving issues / incidents.
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