Expoint - all jobs in one place

Finding the best job has never been easier

Limitless High-tech career opportunities - Expoint

IBM Service manager 
India, Maharashtra, Mumbai 
946862668

29.07.2024

Responsibilities:
Capacity Management:
  • 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.