Service Level Manager

Job Overview

Location

Pune, Maharashtra

Job Type

Full Time

Date Posted

1 month ago

Additional Details

Job ID

25324

Job Views

241

Job Description

To be successful as a Service Level Manager – Media Services you should have experience with:

Rich overall work experience

Good years experience in IT Service Management and/or in AV / Unified Communication environment

Experience of independently communicating to senior stakeholders

Experience of managing 3rd party suppliers including RFPs, contract renewals and finance management associated with the suppliers

Desirable Skills/Preferred Qualifications

ITIL foundation certificate and service related topics (Service Level Management, Service Operation Management, Continuous Service Improvement, Service Strategy etc.)

Working within a large financial services organisation or other regulated industry

Experience of end user and collaboration technologies – preferably AV technology

Experience of working in a global organisation preferably spanning infrastructure, applications and/or operational environments

Core understanding of risk management and governance, including supplier governance

Core understanding of how to define, document and implement processes

Banking/financial services experience

This role is based out of Pune

Purpose of the role

To effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations.

Accountabilities

Provision of technical support for the service management function to resolve more complex issues for a specific client of group of clients. Develop the support model and service offering to improve the service to customers and stakeholders.

Execution of preventative maintenance tasks on hardware and software and utilisation of monitoring tools/metrics to identify, prevent and address potential issues and ensure optimal performance.

Maintenance of a knowledge base containing detailed documentation of resolved cases for future reference, self-service opportunities and knowledge sharing.

Analysis of system logs, error messages and user reports to identify the root causes of hardware, software and network issues, and providing a resolution to these issues by fixing or replacing faulty hardware components, reinstalling software, or applying configuration changes.

Automation, monitoring enhancements, capacity management, resiliency, business continuity management, front office specific support and stakeholder management.

Identification and remediation or raising, through appropriate process, of potential service impacting risks and issues.

Assistant Vice President Expectations

To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.

Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes

If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.

OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.

Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.

Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.

Take ownership for managing risk and strengthening controls in relation to the work done.

Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.

Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.

Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.

Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.

Qualification

Any Graduate

Experience Requirements

Fresher Experience

Location

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