Business Unit:

Cubic Transportation Systems
When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people's lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.
We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). This position will provide central accountability and management of Incidents and Problems within Regional Services. This position is part of a Service Delivery team that will ensure all processes, procedures and policies are developed, documented and maintained for Service Delivery Management, as required under an ISO 20K operating model. This includes, but is not limited to, developing, implementing and refining a sound ITIL based practice around incident management, system defects rectification, problem management, service request delivery, service level management and change management.
The responsibility for identifying, prioritising and assigning problems and management of these problems is understood and relevant SMEs are engaged in the process of finding a solution
A knowledge database is created, managed and maintained with information about known errors and workarounds for the service desk and other SMEs
This position works within a Service Delivery team, but typically under limited supervision and direction. Chair problem review meetings and incident conference calls. Identify incidents which require special attention or escalation and follow the defined Escalation Path when needed, as defined in the Escalation Policy.
Notify the participants in the Incident Management process when standards and procedures are not being followed




Oversee the management of all incidents re-route misdirected incidents that have not been handled in a timely manner in line with performance SLAs and KPIs.
Respond to the Service Delivery Manager regarding escalation issues in line with Cubic's agreed service levels
Lead and coordinate all aspects of problem diagnosis and resolution, including engaging internal support teams, the Customer and Third-Party Suppliers.
Proactively ensure permanent solutions to known problems are investigated, even while resolution of the immediate impact is being progressed.
Work with the Service Delivery Manager to establish reporting and development of SLAs required to meet customer contractual requirements and best practice under ITIL guidelines. Work with the Service Delivery Manager to ensure regional processes and standards are used as the foundation for the delivery of Services and are developed and aligned with customer specific requirements and outcomes
For Change Management, coordinate emergency changes for the resolution of incidents. Assist the Change Manager to coordinate the development of change records that relate to incidents, and permanent fixes for workarounds and defects.
Assist with developing and maintaining internal and external management reporting, with a focus on customer satisfaction and continuous improvement
Act as a customer liaison regarding Problem & Incident management with the goal of driving improvement for the overall relationship
Comply with Cubic's Quality Management System




Comply with Cubic Occupational Health, Safety and Environment policies and procedures
Comply with security in accordance with established policies and procedures
Bachelor's degree or equivalent experience in other related technical discipline (Essential)
ITIL V3 Foundations certification (Desirable)
Skills/Experience/Knowledge:
Minimum 6 years problem and incident management experience in technology-based environment and managing and working with Service Level Agreements and KPIs
Experience in playing a significant role in and support of a large-scale system
Experience working within the confines of contracts that do not reflect the changing and developing needs of client
Knowledge of Service Delivery disciplines as defined under ITIL
Demonstrated knowledge and previous experience working within an ITIL organisation
Ability to learn in-house data systems and applications
Proficiency with Microsoft Office Package
Problem and Incident Management experience in a technology-based workplace (Desirable)
Previous experience managing a service desk or help desk enterprise environment (Desirable)
Personal Qualities
Display professionalism at all times when interfacing with subcontractors, vendors, management, customers and employees in all departments and divisions
Excellent customer service and communication skills with the ability to adapt communication styles based on audience
Able to work under project deadlines pressures and associated schedule constraints
Very detailed, service and process oriented with ability to learn quickly
Has a positive attitude and enthusiasm to achieve business deliverables
Ability to travel frequently to other Cubic offices and nominated customer locations as required
Reasonable availability outside of normal office hours on a 24/7 basis (as rostered) in the event of a major incident.

📌 Duty Service Manager (Permanent) (Secunderabad)
🏢 Cubic
📍 Secunderabad