Service Manager

  PURPOSE

 Incident management is critical for maintaining the smooth operation of IT services in any organization. An Incident Manager plays a key role in ensuring that any disruptions are dealt with swiftly and effectively.

      WHAT YOU CAN EXPECT

•  The person will be allocated to SAP Basis & Infrastructure team and will help the team look and manage the incidents, service & change requests and conduct the Scrum meetings for the team. He/she will work to make sure the timely completion of the work in the incidents, SRs & CRs and make sure SLAs are met.

•  He/she will also have to keep good communication with the technical team members understand the tasks in the incidents and negotiate timelines with the stake owners when required.

•  He/she will be the point of contact for the vendor teams Change management team for incident assignments, SLA reviews, Business/Assignment group mappings, Monthly service reviews and other project management meetings.

•  He/she will also be asked to maintain the Kanban boards for technical assignments/projects on Teams, Jira and other platforms.

•  He/she will also be asked to present the Project metrics, to the leadership periodically online or offline.

      WHAT WE ARE LOOKING FOR

•   5+ years of experience in IT Industry.

•  At least three Projects with hand-on exposure to Project Management, Incident Management, Scrum Master role.

•  Excellent communication skills in English language.

•  Good working Knowledge of IT ticketing tool like Service now, ITSM, Jira.

•  Must have worked on integration of Service management tools across client and vendor.

•  Good Working knowledge of Agile methodologies.

•  Must have worked on Confluence tool for documentation of technical landscapes.

•  Good Knowledge of MS Office tools (Word, PPT, Visio, MS Teams)

•  Good listening and Understanding attitude and Problem-solving approach.

  Good to have:

•  Moderate knowledge of SAP Basis, AWS Cloud.

•  German language.

 

•   COURAGE:  Speak up when you see an opportunity; step up when you see a need. .

•   OWNERSHIP:  Pick up the ball. Be proactive, take responsibility and follow-through.

•   INNOVATION: Elevate to win. Be curious, test and learn new and better ways of doing things.

•   TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset.

•   INTEGRITY: Play by the rules. Hold yourself and others accountable to our company s standards.

•   RESPECT: Value all players. Display empathy, be inclusive and show dignity to all.