We are 24 x 7 technology service management operation unit of the Bank. We are focused on Service availability and ensure uninterrupted Technology Services to our Staffs and Customers through ITIL process governance, leading service improvements and driving automation with an aim to provide world class customer and employee experience.
We support several business groups and operation units with wide-ranging applications usage patterns that are built on multiple technology stacks. These services/applications are created via traditional, scrum and agile development methodologies, hosted and managed on private, public & hybrid cloud and on-prem data centers across our operational geographies in US, Europe, Middle East & Asia region.
As a Senior Manager in Service Management, in our fast-paced leadership team, you will be responsible for managing Incident and Problem ITIL processes. Take actions to identify opportunities to improve process controls and simplify process.
You will track the technology incidents across the organization and drive reduction in incident counts by adopting reactive and proactive approaches. You will ensure right severity classification of incidents, appropriate comms to technology and business stakeholders and will drive the faster resolution of the incidents. You will work with CXCG- Customer Experience, Command center and Service desk to identify the customers’ and employees’ issues proactively and drive improvements.
You will define process KPIs and develop MIS dashboards working with MIS team and will drive thematic service improvements based on the KPIs trends. You will drive effective problem management practices to address root cause and contributory causes of the incidents.
As a leader, coach, and mentor, you will provide your team with the objectives of department’s goals aligned to company’s strategic direction. You will also be providing necessary support to your team in achieving the targets and meeting their learning & development needs