application support_ sanjeev.

are done properly and on time.Core Key Responsibility Areas: Manage IT Support Team: lead a team of Queue Managers & Operations Support executives.
Provide support, supervise staff, and provide direction and mentorship in tech support and
service delivery.
 Implement Best Practices: Research and implement best practices for IT support. They also
ensure policies and procedures are followed.
 Review IT Service Catalog: To ensure that listings are accurate, IT managers review IT
service catalogs to add missing services or make recommendations for services that are not
offered.
 Ensure Teams Are Trained: IT manager ensures that team members are familiar with IT
service delivery processes and best practices. They offer training as necessary.
 IT Service Management:
o Responsible for the effective management of all aspects of IT systems including
operations, and maintenance. 
o Supports business goals by enabling organizations to identify opportunities for
improvement and evaluate their IT performance against best practices. 
o Making sure processes and controls are designed to deliver IT services to meet
business objectives efficiently, effectively, and reliably.
o Monitor operational performance and respond to IT incidents as necessary. 
o Successfully transforming the IT organization by delivering best practices supporting
Service Management and overall Operations Service Delivery
o Develop and lead cross-process compliance and design coordination within the
operations team and cross-functionally throughout the IT Organization
o Promote and champion the benefits of Incident, Problem, Change, Request,
Knowledge Management, CMDB and other IT Service Management processes.
o Design and utilize scorecards, surveys, methods and tools to monitor KPI, OLA and
SLA compliance
o Ensure that IT Services are being consumed efficiently by business units
o Application support : SAP Success Factors, .Net Applications etc.
 Stakeholder Management: Desired liaison with internal IT as well as business stakeholders
on day-to-day IT Operational needs. Vendor Management: Liaising with Vendor Support teams , get work done and setup a
governance practice on Daily , Weekly & Monthly health of ITSM.
 Process Management: To provide the IT processes essential to supply the services that are
managed. To assure that duties and responsibilities for the processes are determined and
processes are established, executed, and improvised.
Skills and Qualifications:
 5 - 8 years of experience in managing ITSM and IT Operations portfolios
 Experience in managing business departments and their IT operations.
 Significant experience working within the ITIL Framework with formal Service Management to
include but not limited to:
o Incident Management
o Problem Management
o Change Management
o Service Catalog
 Thorough understanding of IT service portfolio creation and management, service and value
requirement definition and design, and typical supporting operating models
 Experience creating, documenting and disseminating IT processes.
 Operates with a strong sense of urgency ensuring that the operationalized ITSM processes
and functions add value to all stakeholders, with respect to the delivery, management, and
consumption of those services.
 Establish strong relationships and partnerships with business/IT, clients/customers.
 Have a strong desire to deliver exceptional customer experiences, obsess over quality of
services being delivered, and be relationship oriented through transparent and proactive
communication. Some ways could include:
 Surveys to gather periodic customer feedback on a consistent basis
 Utilize an outside-in approach model and measure service success from customer’s point of
view.
 Proactively showcase service improvements
 Effectively communicate service impairments to the business/customers in a timely manner
while taking ownership of service resolution/restoration and coordination of resources
 Collaborate closely with IT teams, enable and share a common, customer-centric culture with
the teams and apply common methods to drive excellence in the role or function.
 Facilitate and drive alignment across teams, conduct customer research, and work with key
stakeholders across business and technology to develop the service strategy, vision and
roadmap.
 ITIL Certifications Preferred.