Service Delivery Operations Representati

Project Role :Service Delivery Operations Representati




Project Role Description :Assign and manage work assignments, drive people management activities for the delivery team. Manage service delivery quality and cost.


Must have skills :Enterprise Systems Monitoring Tools



Good to have skills :NA
Minimum

2 year(s) of experience is required



Educational Qualification :15 years full time education


Summary:As a Service Delivery Operations Representative, you will assign and manage work assignments, drive people management activities for the delivery team, and manage service delivery quality and cost. You will play a crucial role in ensuring smooth operations and customer satisfaction.
Roles & Responsibilities:

Expected to perform independently and become an SME.

Required active participation/contribution in team discussions.

Contribute in providing solutions to work related problems.

Manage work assignments and ensure timely completion.

Drive people management activities for the delivery team.

Ensure service delivery quality and cost efficiency.

Collaborate with cross-functional teams to resolve issues.

Identify areas for process improvement and implement solutions.
Professional & Technical Skills:

Must To Have Skills:Proficiency in Enterprise Systems Monitoring Tools.

Strong understanding of IT service delivery processes and methodologies.

Experience in managing service delivery quality and cost.

Excellent communication and interpersonal skills.

Good To Have Skills:Experience with ITIL framework.

Knowledge of incident management and problem management processes.

Familiarity with IT service management tools.

Ability to analyze data and generate meaningful insights.
Additional Information:

The candidate should have a minimum of 2 years of experience in Enterprise Systems Monitoring Tools.

This position is based at our Bengaluru office.

A 15 years full time education is required. Job description for Infrastructure & Cloud Monitoring

Should have strong knowledge on MS SCOM, and other Infrastructure monitoring tools & Cloud native monitoring tools for Azure, AWS & GCP

Should have worked other tools like AppDynamics, Nagios, Xymon, Operations Bridge Manager(OBM), Splunk, Azure Infrastructure Insight ServiceNow ITOM etc

Should have worked in a large complex infrastructure following ITSM methodology

Experienced in deployment and integration of SCOM based solutions, SCOM Management Pack for monitoring Infrastructure, Network, OS, DB, Middleware, Storage; Virtualization, Cloud Architectures etc

Knowledge on SCOM architecture

Perform administrative tasks for the Operation Manager console

Provide L2/L3 support for the SCOM platform and create and maintain monitoring and notification rules.

Knowledge in Management group , agent troubleshooting , Operations Manager DB. Management Pack , Resource pool .

windows [ Basic] , database [ Basic query ] and network [ Understanding of Topology and functionality ] , active directory knowledge [ More than basic but not advanced ].

Troubleshooting issues and incidents

Manage customer escalation and provide insight to leadership

Perform Root Cause analysis and put control measures

Integration with 3rd party ticketing tools for auto converting alert to Incident

Knowledge of Automation & infrastructure-as-code (Ansible, Power shell ,Terraform, CloudFormation).Certification in relevant technologies (Cloud etc.)


 
Qualifications 

15 years full time education