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Hiring for Dell EMC Looking for Service Management Sr Automation Leader Bengaluru for Exp. 8 - 12 Ye (Bangalore Job)

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Job Description:Service Management Professional who develops solutions (automation, monitoring, measurement, and analysis capabilities) that facilitates and provides oversight of Core ITIL based Service Support processes (Incident Management, Problem Management, Change Management, Release Management, Configuration Management, etc.). This is a unique opportunity that combines cross-functional development and delivery experience based on frameworks including ITIL, Six Sigma, PMI Project Management, Agile development, and tools automation capabilities to drive change and influence the business. This position is responsible for the programming, design, development, implementation, and maintenance/enhancements of solutions that meet current and future business requirements. The professional will support process governance by providing dashboards and actionable reports for Service Management specialists to conduct weekly/monthly meetings. Professional will architect, develop, and program solutions, in addition to providing mentorship to Automation and Analytics specialists/administrators in Service Now, SQL Server, Microsoft Excel, and a variety of systems/tools. They will ensure weekly / biweekly reports and Health Check Scorecards are published with accurate performance standards and metrics (i.e., individual contractual obligations/SLA/SLO/KPI, etc). Responsible for gathering, analyzing, and publishing reports with individual customers and comparing/contrasting them against each other based on statistical data analysis, trends, and forecasts of operational effectiveness. Regularly provides published reports for Delivery Assurance reviews across core ITSM processes to ensure compliance to MS best practices and customer processes. Provides point of contact for automation and analytics and facilitates related meetings. Collaborates with Service Management and Delivery Management professionals. PRINCIPAL DUTIES AND RESPONSIBILITIES: Work cross-functionally with Business Development, Delivery Management, Contract Management, Business Operations, and Delivery Management oDelivery Management - Collaborate with EDM/DM/Competency regarding service performance, optimizing resource management and the Service Operations value oContract Management Collaborate in the development of standard Service Management reporting consistent with the contractual and commercial obligations oBusiness Operations Collaborate in the development of reporting solutions, which provide transparency in delivery performance oCompetency collaborate to actionable analytics that maximize performance Provide solutions that automate industry leading service management practices (reg. ITIL, Cobit, LeanIT, PMI, Six Sigma, etc.) Support the development of solutions for automation and analytics for process related monitoring, measurement, and analysis from tools including ticketing applications, reporting tools, and other technologies Provide transparency through reporting of Service Management account performance across the enterprise to identify risks/issues/improvements and communicate with Service Management, Enterprise Delivery Management, and Delivery Management. Provide reports for Delivery Assurance and Process Maturity compliancy across the enterprise meet contractual obligations Oversee the design of solutions that monitor/collect, measure, analyze, report/publish, archive data through available tools (i.e., Managed Services or Customer systems, e.g., Service Now or other Ticket Systems, CMDB, ERM/DPA, etc.) or otherwise unavoidable, but necessary tools/systems/databases Provide solutions for internal/customer accessible Service Management reports for customer contractual/commercial obligations and required delivery specifications Maintain documentation for all projects Perform software analysis, research, development, testing and maintenance activities Ensure the production of solution documentation and updating existing documentation and assist where necessary Review Service Management account statistical data across the enterprise to identify risks/issues/improvements and communicate with SPL/EDM/DM Developing, documenting, supporting, and complying with development methods, process, and procedure requirements spanning all phases of SDLC product life cycle Collaborating with and mentoring other team members, and assisting with solution reviews Performs scheduled activities recommends solutions or alternate methods to meet requirements. Ownership and accountability for all aspects of automation and analytics Is the interface from the reporting team back into the business Drive project initiatives that involve the reporting tower working with Service Managers & Enterprise Service Managers Work with management to make recommendations to meet business needs and see them through to execution Drive needed changes in Service Now for the Service Management Operations group Interface with the Service Now team to understand how their work will impact SM Ops SKILLS: Ability to lead, motivate and direct a workgroup. Ability to influence others to achieve results. Possesses operational command of the business. Possesses strong product/technology/industry knowledge. Ability to manage in a matrix environment. Goal Oriented. Presentation skills. Process writing skills. Financial and analytical experience. Customer Focused Qualities you need to have: Enthusiasm for software development Good communication skills, both verbally and in technical documentations and presentations Self-motivated nature with excellent time management skills Attention to detail with strong organizational and documentation skills Ability to understand complex code and business rules An inquisitive mind to question the status quo and bring forward new ideas Ability to communicate frequently and effectively with all internal associates, including operations, management, development, and other personnel Ability to remain calm yet highly focused and effective when under duress, such as when a critical process fails and requires immediate attention. EDUCATION REQUIRED: Bachelors or Graduate Degree (business or technical), ITIL v3 Foundation minimum or 3+ years equivalent work experience PMI PMP or 5+ years equivalent work experience EXPERIENCE REQUIRED: 5+ years with as many of the following as possible: ITIL, Six Sigma, PMI Project Management, and/or Agile development, etc. 7+ years tools automation capabilities including transactional databases and data warehouses or tools (e.g., SQL/Oracle Server, Service Now, Excel, etc.) both physical and logical architecture and software integration for solution development 3+ years with primary ownership/accountability for major application capabilities (e.g., Database, CMDB, Ticketing System, etc.) 5+ years other related duties consistent with description


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Posted on: Sunday, 28 May, 2017  08:46
Expires On: Sunday, 21 June, 2020  18:30

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