Itsm Service Lead (Remote)

Itsm Service Lead | eJAmerica | India

ITSM – Service LeadJob Description

Managing multiple service teams and build synergies betweenservices.

Itsm Service Lead | eJAmerica | India

ITSM – Service LeadJob Description

Managing multiple service teams and build synergies between services.
Understand and maintain the organization’s ratio between service revenue, resource planning and maintain the team.
Responsible to service budget and quality.
Create, modify, update and populate the service descriptions, operation level agreements, and service offerings.
Ensure issue-free operations and effective handling of customer escalations.
Capable of tracking the service improvement plan and aligning the capacity, availability of resources.
Keep track of automation levels within service operations and to improve them.
Responsible to introduce new service delivery tools and redesigning the operational procedures
Assurance of SLAs / KPIs / OLAs and service quality.
Promote the organization’s goals and to implement evolving technologies in service.
Responsible to build and implement security guidelines.
Running the service operations in close cooperation with other IT process owners and service owners.
Ensure service quality.
Service definition, scoping, and policy formulation: Consolidate and review inputs and contribute towards identifying new service lines in order to assist service owners in designing a scalable and robust infrastructure. Should have managed a team of 12-15 members, delivering/managing middleware IT operations. Should be hands-on in terms of technology. Should have an understanding of processes and quality aspects
Expert-level knowledge of IT asset management, incident/request management, problem management, change/release management, Availability and capacity management.
Ability to manage multiple related services and to build synergies between the services.
Ability to understand the customer requirements and suggest feasible technology options available.
Good understanding of general data center technologies.
Deep understanding of one of more areas of Datacenter operations – Compute, Virtualization, Storage, Network, Backup, Database, Middleware, AD/IAM, Tools, Application operations.
Experience with executing transition and transformation projects.
Experience in managing large IT operations.
Experience on Upgrades, Migrations, Performance Tuning, and advanced Root cause analysis
Windows 2008 R2/2012/2016 administration
Experience in data center Safety and Security measures
Data mining/analysis skill
ITIL Foundation, PMP, Lean, Six Sigma and/or Risk related certifications”