Lead Consultant, Production Support Management
Colt Technology Services
Bangalore, IN
2d ago

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

Role title :

consultant, Production Support Management

Colt Level : S2, Core

Function : TSOIT

Reports to :

Senior Manager, Production Support Management

Location :

India (Gurgaon or Bangalore)

Role purpose

Role in a different function within the organization. It is part of the Retained Organization for Production Support covering Assurance, Inventory and BSS (Billing, Mediation, Rating)

Key accountabilities

  • Establishing and maintaining a constructive relationship between the service provider and the business stakeholders based on understanding the customer and their business drivers
  • Identifying changes to the environment and technology trends that could potentially impact the type, level or utilization of services provided
  • Ensuring that the current and future service level requirements (service warranty) are identified, understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents
  • Negotiating and agreeing levels of service to be delivered (either internal or external); formally documenting these levels of service in SLAs
  • Negotiating and agreeing OLAs (Operational Level Agreements) and, in some cases, other SLAs and agreements that underpin the SLAs with the business users of the service
  • Assisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures
  • Ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets
  • Ensuring that service performance reviews are scheduled, carried out with customers regularly and documented, with agreed actions progressed
  • Managing customer complaints including their recording, management, escalation (where necessary) and resolution
  • Ensuring that value for money is obtained from all IT suppliers and contracts
  • Monitoring, reporting and regularly reviewing supplier performance against targets, identifying improvement actions as appropriate and ensuring these actions are implemented
  • Producing management information related to Incidents
  • Managing major incidents
  • Reviewing incident data to analyse assigned problems
  • Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents
  • Assisting with the handling of major incidents and identifying their root causes
  • Formally authorizing changes for the Domain at agreed points in the change lifecycle
  • Participating in the change review before changes are closed
  • Assessing risk, identifying critical service and system dependencies and defining and implementing countermeasures
  • Ensuring that all system and operating documentation and knowledge is up to date and properly utilized
  • Ensuring that all IT service continuity management plans, risks and activities underpin and align with all business continuity management plans, risks and activities, and are capable of meeting the agreed and documented targets under any circumstances
  • Undertaking regular reviews, at least annually, of the continuity plans with the business areas to ensure that they accurately reflect the business needs
  • Planning and managing support for knowledge management tools and processes
  • Setting direction and providing a framework through which improvement objectives can be delivered
  • Communicating the vision of CSI across the IT organization
  • Ensuring that CSI activities are coordinated throughout the service lifecycle
  • Review tooling and processes within Domain
  • Other accountabilities (optional)

  • Interface into the vendor Production support team and need to ensure they are delivering to their contractual obligations for this domain
  • Drive improvements, automation and better stability / availability of applications
  • Compliance to regulatory and data protection obligations
  • Engage with end users to improve the perception and ease their use of systems
  • Provide SME support to any transformation projects
  • Provide year-end support of auditor requirements, which may include research and reconcilement
  • Key performance indicators (financial and non-financial)

  • Improved availability of systems and better outcomes for business processes
  • Fewer executive escalations due to process gaps
  • More consistent reporting
  • Better governance on improvement actions planning and execution
  • Relationships and key contacts

  • Each of the key business functions (Service Delivery, Service Assurance / Network Operations, Finance, Procurement, Billing Operations, Network Engineering), external customers interacting via API’s or Colt Online
  • Role specific requirements

    Skills & Experience

  • At least 10 years experience in managing ITIL processes for an organization with progressive experience in building processes and continuous improvement
  • Strong knowledge of wholesale carrier billing and its related interfaces or with OSS processes for Inventory Management / Assurance / Fulfilment / Activation
  • Proven capability to manage and coordinate day-to-day service management operations and experience in managing stakeholders expectations on issues and progress updates.
  • Qualifications

  • Bachelor’s degree in Computer Science, Engineering or related technical field from an accredited college / university or equivalent work experience
  • Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and ITIL Foundation Certificate
  • Behaviours

  • Demonstrated project execution skills and experience working directly with IT and business users
  • Strong leadership skills in driving engagement, adoption and change for processes and technology
  • Critical thinking and analysis of existing processes, program level changes and support organization design and structure to provide feedback and guidance on continuous improvement
  • Focus on getting things right and keeping stakeholders updated on progress
  • Engage with and drive the provider to deliver excellence
  • Others

  • Be aware of colt information security, business continuity, quality and other ISO or equivalent policies / industry standards and discharge duties against them as appropriate.
  • Identify risks related to process and information security and treat / mitigate the same as appropriate
  • What we offer :

    Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.

    In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff.

    Colt recognizes the importance of a work life balance.

    Some benefit examples are :

  • Flexible working and relaxed dress code
  • Two days annually to spend on volunteering opportunities
  • Access to Online-learning Platform
  • Business mentoring
  • option of parking slots in the Colt Campus
  • lunch vouchers
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