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IT Service Operations Manager

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Oversee and lead the technical services and operations for the ServiceNow platform and about 24 other applications within the Global Customer Services applications portfolio. Communicate information about Incidents & Problems, system patches/changes & Releases. Manage, test annually, and execute disaster recovery/continuity of business plans. Have a passion for driving the highest standards of service excellence and continuous improvement across operations, processes and technology, with a strong technical background in ServiceNow. Provide coaching, mentoring, and training for how to best provide technical support. Work with Level 3 groups to identify knowledge and solutions that can be driven by L1/L2 support. Identify solutions that will remove roadblocks, simplify and optimize the team’s work, and collaborate with management to prioritize tasks. Create an environment of collaboration within the teams allowing open dialogue and productive solutions for resolving conflicts and communicate organizational impediments to leadership.

What You’ll Do

  • Oversee and lead the technical services and operations for the ServiceNow platform and about 24 other applications within the Global Customer Services applications portfolio
  • Communicate information about Incidents & Problems, system patches/changes & Releases
  • Manage, test annually, and execute disaster recovery/continuity of business plans
  • Have a passion for driving the highest standards of service excellence and continuous improvement across operations, processes and technology, with a strong technical background in ServiceNow
  • Provide coaching, mentoring, and training for how to best provide technical support
  • Work with Level 3 groups to identify knowledge and solutions that can be driven by L1/L2 support
  • Identify solutions that will remove roadblocks, simplify and optimize the team’s work, and collaborate with management to prioritize tasks
  • Create an environment of collaboration within the teams allowing open dialogue and productive solutions for resolving conflicts and communicate organizational impediments to leadership

Who You’ll Work With

  • Skilled information technology architecture, development, and support team members within our global IT organization who are also responsible for offshore and onshore staff.
  • Key business stakeholders, process owners, and analysts within the Global Customer Service business unit will be key and critical business partners for this position.
  • This role will report into the Teradata IT Department and interface with business partners, other application owners, and other onshore / offshore development teams.
  • Network with key contacts and stakeholders internally and externally to drive process and efficiency in implementations.

What Makes You a Qualified Candidate

  • 9+ years of experience in IT operations support, of which at least 5-6 years of ServiceNow support operations experience
  • Proven people management skills for 10+ team size
  • Possess a high level of technical expertise in ServiceNow and a deep understanding of IT operations
  • Strong skills in metrics / SLA and reporting various other metrics via ServiceNow performance analytics
  • Ability to organize, delegate, and leverage resources to accomplish objectives
  • Experience of performing large amount data analysis
  • Experience writing/guiding Standard Operating Procedures (SOPs) / Run Books
  • Customer-focused mindset and customer service orientation
  • Experience mentoring, coaching and training teams on production support in an enterprise scale IT environment
  • BS/BA degree or equivalent experience
  • ServiceNow Certified Systems Administrator (CSA) required



 

Set alert for similar jobsIT Service Operations Manager role in Hyderabad, India
Teradata Logo

Company

Teradata

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

8-12 Years

Category

IT Services and IT Consulting

Locations

Hyderabad, Telangana, India

Qualification

Bachelor

Applicants

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