For Account Service Level Manager|| DXC.technology (HPe & CSC)
CSC India Pvt Ltd.
Bangalore
5d ago
source : Shine

Greetings from DXC Technology (merger of HP Enterprise and CSC)!!

We are hiring for Account Service Level Manager for Bangalore location who can join us within 30 days.

Please find the job description below :

Responsibilities

  • Reviews and consolidates Service Level requirements
  • Analyzes the impact of requirements and Identifies options
  • Documents Service Level Assessment results
  • Develops SLA draft
  • Determines and documents UC / OLA requirements
  • Verifies OLAs (operation level agreement)
  • Reviews OLAs / UCs (under pinning contract)
  • Publishes SLA
  • Supports the creation of the Service Level Management Business Design
  • Creates and Reviews Performance and Relevance reports
  • Performs Service Level review
  • Reviews SIP Plan results
  • Reviews and obtains approval for solutions to Complaints and Compliments
  • Evaluates resolution to Complaints and Compliments
  • Meeting Requirements
  • Internal review of Service Level Performance
  • External review of Service Level Performance
  • Meetings required during execution and review of Service Improvement Plan
  • Meetings required to review Complaints and Compliments and evaluate their resolution
  • Qualifications & skills

  • University or college degree in Computer Science, IT, IS or equivalent academic or on-the-job experience.
  • Overall 6 to 8 years of IT Industry experience with at least four years of relevant industry experience.
  • Demonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe.
  • Strong ITSM Process depth and breadth for Service Level management function. Sound knowledge on other related process areas such as Incident, problem and change management functions.
  • Strong Service Management knowledge. ITIL Foundation Certificate as a minimum. Preferred : ITIL Practioners certification by recognised bodies (ISEB / EXIN).
  • Should have a high level knowledge on one or more IT related technologies such as Servers and systems, backup and storage, Networks etc.
  • Should have worked hands-on on couple of technologies for at least 3-4 years.
  • Should have sound knowledge on any of the fault performance and capacity management and monitoring tool sets such as OpenView or Unicenter.
  • Process Tool(s) : Understanding or knowledge of tools supporting the process (such as OVSC, OVSD, SM 7 or any other workflow management tool).
  • Process & Quality Management : the act of planning and monitoring the performance of a process.
  • Continuous Improvement : understand the methodology to continuously improve the processes by eliminating defects or identifying enhancements.
  • Data Analysis : transforming data to extracting information and draw conclusions.
  • Risk Management : identification and management or mitigation of risks.
  • Service Portfolio Knowledge.
  • Attends conference calls and able to work in ANZ / AMS / EMEA time-zone when necessary.
  • Salary : Not Disclosed by Recruiter

    Industry : IT-Software / Software Services

    Employment Type : Full Time, Permanent

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