IBM Service manager 

India, Maharashtra, Mumbai 

509193592

• Develop and implement capacity management strategies to ensure optimal performance of IT systems.
• Regularly assess current and future capacity requirements and proactively address any gaps.
• SLA Management:
• Define, monitor, and report on Service Level Agreements (SLAs) for IT services.
• Collaborate with cross-functional teams to meet or exceed SLA targets and drive continuous improvement.

Problem Management:

• Establish and oversee effective problem management processes to identify root causes of incidents and prevent recurrence.
• Work collaboratively with technical teams to implement long-term solutions and improvements.

Stakeholder Management:

• Establish and maintain positive relationships with key stakeholders, both internal and external.
• Act as the primary point of contact for IT service-related communications.
• Ticket Analysis:
• Oversee the analysis of incident and service request tickets to identify trends and areas for improvement.
• Implement measures to reduce the volume of recurring issues.

Escalation Management:

• Develop and implement an effective escalation process for critical incidents.
• Ensure timely and appropriate communication during escalations to minimize business impact

Required Technical and Professional Expertise

• Proven experience in IT service management, with a focus on IT Operations.
• In-depth knowledge of capacity management principles and practices.
• Strong understanding of SLA frameworks and proven experience in SLA management.
• Stakeholder management skills with the ability to communicate effectively at all levels.
• Analytical mindset with the ability to analyze ticket data and derive actionable insights.
• Experience in designing and implementing escalation processes for incident management.

Preferred Technical and Professional Expertise

• ITIL certification is highly desirable.
• Proficiency in IT service management tools and systems.
• Excellent interpersonal and communication skills.
• Strong problem-solving and decision-making abilities.
• Project management skills with the ability to manage multiple tasks simultaneously.