Accountable for end to end service delivery of the Global OT Operational Technology L2 Support Service for DCS and MES across all in scope sites and regions. Ensure SLA adherence audit ready compliance including GxP GAMP 5.2 CSA and CSV seamless ServiceNow integration and continuous improvement. Lead a multi country delivery model operating round the clock throughout the year while managing stakeholders risk capacity financials and vendor relationships
Responsibilities
Key Responsibilities Service Delivery and Operations Own day to day delivery of the L2 OT support service covering DeltaV DCS PAS X and OpCenter. Ensure single entry via ServiceNow robust triage hot handovers and participation in bridge calls for critical incidents. Service Governance Govern Incident Management including response and resolution SLAs. Manage Problem Management including quality of root cause analysis and CAPA follow through. Oversee Knowledge Management including article lifecycle.
Coverage and Continuity Maintain a round the clock coverage plan shift rosters on call schedules and continuity of active issues during handovers. SLA KPI and Reporting Track and report SLA adherence across all priority levels. Publish ServiceNow dashboards and manage penalty and incentive outcomes. Cadence Management Run weekly site monthly regional and quarterly global governance meetings. Present trends including incident volumes outages and repeat issues along with improvement recommendations. Compliance and Audit Ensure interventions maintain validated state across GxP GAMP 5.2 CSA and CSV frameworks. Enforce ALCOA plus documentation standards for tickets root cause analyses and knowledge base articles. Lead audit readiness and evidence management. Change Risk and Continuity Oversee Change Management for service impacting activities including pre approved changes and interim controls. Participate in CAB forums. Maintain RAID log and business continuity plans. Lead crisis
📌 Execution systems-Prncpl Eng (Pune)
🏢 Cognizant Softvision
📍 Pune
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.