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Senior SMO Analyst
Aegis Media
posted 27d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
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
- Define the service transition plan and execute service transition actions.
- Define Hypercare and BAU support models.
- 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.
- 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 2-4 years of experience in service management
Professional Knowledge/Skills
- Mandatory skills and experience
- About 2-4 years experience in service management
- Demonstrated experience in executing Level1 or Level 2 incident management processes.
- Demonstrated experience in excel based service management metrics and analytics
- Proficient in Excel including macros, pivots, graphs etc
- Proven Service Management expertise and experience inc. latest up-to- date certification (e.g. ITIL)
- Excellent Analytical skills
- Good interpersonal and communication skills
- Proactive & self-driven
- Strong collaborative teamwork
- Desired skills and experience
- Working experience in Service Management Office or Program Management office
- Working experience in project delivery in various roles - Development/Testing etc.
- Reasonable knowledge of PowerBI or similar reporting tools
- Possess functional knowledge of various devops such as Azure DevOps, JIRA etc.
- Ability to organise and facilitate key stakeholder meetings
- Ability to prioritise tasks and manage multiple simultaneous streams of work
- Proactive approach and the ability to work through problems to provide options & solutions
Employment Type: Full Time, Permanent
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based on 2 employees
Flexible timing
Alternate Saturday off
Within country
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