Your role and responsibilities (Mandatory)

In this role, you will have the opportunity to be accountable to deliver and orchestrate the delivery of Information Systems (IS) service line operations activities. Each day, you will coordinate with and supervise internal and/or external third-party supplier resources for the effective delivery and operational performance of the services in scope. You will also showcase your expertise by ensuring continuous improvement and compliance.

The work model for the role is #Onsite

This role is contributing to the IS Services in India/ Globally.

You will be mainly accountable for:

• Fulfilling the service requests in the agreed Service Level Agreements (SLAs) and collaborating with IS Service Owner to define the domain service catalog.
• Reviewing SLAs and corresponding service monitoring and controlling metrics to identify rightsizing opportunities.
• Dedicating resources to monitor problem volumes, Root Cause Analysis (RCA) quality, solution timelines, and following up on potential improvement opportunities.
• Supporting major incident and critical situation resolution by finding the root cause of incidents (through known errors and root cause analysis), defining workarounds, and following up on fixing root causes (by planning problem resolution and change implementation).

• Master’s or Bachelor’s Degree in Computer Science, Finance, Economy or related field;

• Minimum 3 years of experience managing global application/services or implementation projects;

• Proven experience of working with IT service management concepts (ITIL);

• Good organization and self-discipline, time management and decisiveness;

• Fluency in English, both written and spoken, is essential;

• Strong analytical skills and a deep understanding of the overall context of business processes and technologies;

• Excellent communication and interpersonal skills;

• Scrum or general Agile knowledge and working experience is a plus;

• Financial planning and reporting systems knowledge is a plus