Job Title: Senior Service Management Analyst Role Family: Platform Delivery Location: BengaluruJob Summary:Support the transition of services from Deployment phase to Hypercare and to BAU. Facilitate Business Platforms Service Level improvements through metrics & dashboards. Proactively triage integration error logs and co-ordinate interim & permanent resolutions.Key Accountabilities:• Actively support the service transition manager in the following transition actions o Define the service transition plan and execute service transition actions. o Define Hypercare and BAU support models. o Support Hypercare activities including the meetings with technology and business teams. Generate service management metrics/dashboards for Hypercare. Assign tickets to relevant resolver groups and follow through resolution actions. o Quality Gates reviews for Go-Live and BAU transition. • Generate various metrics/reports for Service Management including, but not limited to number of tickets created, resolved, open along with the metrics / trends on tickets aging, backlog, resolution times etc. • Share Service Management Metrics with Platform Support Teams. Hold weekly reviews.Document trends, root causes and follow through improvement actions. • Monitor & Analyze integration error log entries. • Follow the pre-defined SOP steps and create the tickets in ServiceNow. Consult Business Analyst and Architect if required. Assign to the relevant resolver. Highlight the specific action required by resolver. • Monitor the progress of the resolution tickets. Remind/Follow up with relevant resolvers. • Publish reports on error log trends resolution ticket status metrics. • Create problem tickets and follow through root cause resolutions for repetitive issues. • Prepare various artifacts pertaining to ITIL based Service Management including but not limited to 'Policies and Procedures', 'Relevant forms & templates', 'User Guides & "How to’ documents.Qualifications• Overall, 7+ years’ experience out of which 4+ years of experience in SMO• Mandatory skills and experience o About 4+ years’ experience in service management o Demonstrated experience in executing Level1 or Level 2 incident management. o Demonstrated experience in excel based service management metrics. o Proficient in Excel including macros, pivots, graphs etc o Proven Service Management expertise and experience inc. latest up-to- date certification (e.g. ITIL) o Excellent Analytical skills o Good interpersonal and communication skills o Proactive & self-driven o Strong collaborative teamwork• Desired skills and experience:o Working experience in Service Management Office or Program Management. o Working experience in project delivery in various roles – Development/Testing. o Reasonable knowledge of PowerBI or similar reporting tools o Possess functional knowledge of various devops such as Azure DevOps, JIRA. o Ability to organize and facilitate key stakeholder meetings o Ability to priorities tasks and manage multiple simultaneous streams of work o Proactive approach and the ability to work through problems to provide options & solutions.
Job Title
Service Management Analyst