Job Title :Service Operations Specialist ( SAP ICM)

- Stationary Channels**

Location: Pune, India

Corporate Title: Associate

Role Description

- The Service Management Analyst acts as a hands-on technician executing several tasks in relation to the required services within the Service Management environment. The Service Management Analyst role supports the respective functional teams and provides expertise and assistance to ensure effective services are provided by Service Management.
- The main tasks of the Service Management Analyst are monitoring and tracking activities, analyzing issues, supporting the resolution of issues and conflicts, and preparing reports and meetings. The Service Management Analyst has knowledge of and experience in all relevant tools used in the Service Management environment.

What we’ll offer you

As part of our flexible scheme, here are just some of the benefits that you’ll enjoy

- Best in class leave policy
- Gender neutral parental leaves
- 100% reimbursement under childcare assistance benefit (gender neutral)
- Sponsorship for Industry relevant certifications and education
- Employee Assistance Program for you and your family members
- Comprehensive Hospitalization Insurance for you and your dependents
- Accident and Term life Insurance
- Complementary Health screening for 35 yrs. and above

Your key responsibilities

- Develop a good understanding of the activities required to execute Service Management functions.
- Follow all guidelines and controls for the relevant processes to ensure compliance and quality.
- Undertake specific functions within the relevant Service Management process as identified for the specific Service Management area.
- Participate in regular meetings with stakeholders, prepare and document meetings, track progress.
- Collect, interpret,



and respond to changes in production data, as appropriate.
- Track the implementation of resolution tasks.
- Provide regular and reliable reporting of relevant data to meet management requirements.
- Provide feedback and communicate results to stakeholders.
- Provide input and contribute in Service Management related audits.
- Engage with other Service Management groups to understand business requirements
- Perform review of specifications.
- Collect, analyse and produce metrics on process data for KPIs to find improvements.
- Identify risks and issues related to the area.
- Provide governance to ensure appropriate planning and reporting.

Your skills and experience

Service Operations Management :The Service Management Analyst with focus on Service Operations will be responsible for undertaking Service Operation support activities including service request fulfilment, incident, and problem resolution where these have been assigned.

Area specific tasks / responsibilities:

- Handling Incident
- /Problem Management und Service Request Fulfilment
- Debug with possible resolution on Incidents.
- Analyze errors occurred out of the batch processing and interfaces of related systems
- Resolution or Workaround determination and implementation
- Supporting the resolution of high impact incidents on our services, including attendance at incident bridge calls




- Escalate incident tickets and working with members of the team and Developers
- Handling Service Request e.g. Reports for Business and Projects
- Providing resolution for open problems, or ensuring that the appropriate parties have been tasked with doing so
- Supporting the handover from new Projects / Applications into Production Services with Service Transition before Go Life Phase

Skill profile

- Good knowledge of SAP functions - Al11/Se16n
- Good knowledge of Oracle Database Concepts / Writing Complex queries - if required.
- Positive knowledge of SAP GUI - Transactions
- Good knowledge of payments, vendor master and settlements
- UC4 /Control-m Job Scheduling
- ETL Informatica
- Extensive analytical and process related thinking combined with creativity, independence, and assertiveness, to design procedures.
- organizational Skills (Project experience, independent work)
- communication Skills (good verbal and written communication)
- ITIL Certified

Education/Certification

- Bachelor’s degree from an accredited college or university with a concentration in IT or Computer Science related discipline (equivalent diploma or technical faculty)
- ITIL V3 foundation certification (preferred)

Key Business Competencies

- Proficiency Level (1 to 5)
- Communication - P3 - Experienced
- Financial Management - P2 - Basic
- Innovation - P2 - Basic
- Managing Complexity - P2 - Experienced
- Product Knowledge (internal & external) - P2 - Experienced
- Risk Management - P2 - Basic

Key Technical Competencies

- Proficiency Level (1 to 5)
- Business Continuity / Disaster Recovery - P2 - Basic
- Operational Management - P3 - Experienced

How we’ll support you

- Training and development to help you excel in your career
- Coaching and sup

📌 Service Operations Specialist (SAP Icm) - Stationary Channels, As (Pune)
🏢 Deutsche Bank
📍 Pune