Service Manager - Data & Analytics Support and Operations

Req ID 67292 Hyderabad, India

Job Description

As an IT Service Management Specialist, you will play a crucial role in ensuring efficient service delivery and support processes. Here are your key responsibilities:

1. Strategy Development:

   • Collaborate with IT management to develop service management strategies.
   • Ensure that service and support processes align with organizational goals.

2. User Needs Translation:

   • Understand and interpret end users’ needs.
   • Translate these needs into service management requirements.

3. ITSM Solution Design:

   • Design actionable plans for implementing suitable IT Service Management (ITSM) solutions.
   • Drive the implementation of ITSM processes and procedures.

4. Continuous Improvement:

   • Identify opportunities for service improvements.
   • Engage actively with the team and business customers to enhance services.

5. Automation and Standardization:

   • Develop automation capabilities within the service management environment.
   • Initiate efforts to standardize ITSM practices.

6. Stakeholder Engagement:

   • Interface with other departments, clients, and stakeholders.
   • Address concerns and ensure smooth operations.

7. Team Leadership:

   • Lead and supervise the support team.
   • Focus on delivering quality service and execution, adhering to SLAs.

8. Issue Coordination:

   • Coordinate between L2 support engineers, L3 & L4 specialists.
   • Follow up on issues until confirmed by the business and closed; escalate when necessary.

9. Workload Management:

   • Monitor and prioritize open issues.
   • Assign tasks and track analysts’ workload.

10. Team Development:

    • Conduct regular team meetings.
    • Perform performance evaluations and provide guidance for improvement.

11. Root Cause Analysis:

    • Diagnose incidents using in-depth knowledge of analytical solutions, systems, and dependencies.
    • Conduct root cause analysis.

12. Change Management:

    • Organize application change management.
    • Address advanced problems requiring minor changes to applications.
    • Provide feedback to development teams.

Profile:

• Bachelor’s degree in computer science, information technology (management), or related disciplines.
• Minimum 3 years of experience in IT Service Management or Analytics Solution Management.
• Experience in designing and implementing ITSM processes and operational tools.
• Demonstrated ability to coordinate ITSM teams using the ITIL approach.
• In-depth knowledge of ticketing, monitoring, service management, and DevOps tools.
• Practical understanding of ITIL governance and control processes (problem management/incident management).
• Proficiency in data/analytics environments and data transformation processes.
• Hands-on knowledge of tools like MS-SQL, T-SQL, ADF, Synapse, data bricks, CDC, ETL, and Power BI.
• ITIL v3 practitioner certification or any Microsoft Azure/SQL certification is a plus.
• Strong analytical mindset and excellent problem-solving skills.
• Effective communication in English (verbal and written).
• Flexible and adept at handling urgent production topics.

Feel free to reach out if you have any further questions! 😊

Be part of our ZF team as Manager - Data & Analytics Support and apply now!

Contact

Rajesh Geddam