Service Operations Manager,Incident Manager,Problem Manager
Atos India Limited
مجموع سنوات الخبرة :20 years, 4 أشهر
Currently working as Service operations manager daily activity includes
•Monitor & Manage 24x7 coverage of the support service
•Preparation of SLA metrics Monthly Weekly and Daily.
•Daily reporting/meetings for SLA breached/about to breach incidents
with Team leads
•Creating WOW documents for incident/ problem Mgm, making sure team is adhering to the ITIL process.
•Periodically training team members on different CSL (Critical Service Levels, KMs, Key measurements) to make sure team is on same page
•Attending major incident calls during outages. Making and distribution of MOM after incident is closed
•Proactive Problem Management: Establish trend analyses as a standard vehicle for proactive problem management by analyzing historical data to identify and eliminate potential incidents before they occur.
Providing information to the organization
GM CadVis General Motors (Mphasis)
• Preparation of Service Level Agreement (SLA) Metrics..
• Higher Severity handling/Outages.
• Documenting timestamps of the event occurring.
• Daily reporting to higher leadership.
• Proactive Incident Handling.
• Synchronization with Monitoring Activities.
• Involved in day-to-day communication with client and different stakeholders.
• Ensures that the process is defined, documented, maintained and communicated at worldwide and regional levels, via the GPLT & organizational adherence to the process .
• Provides technical updates to HP / GM Management
• Investigates, diagnose and validate all Incidents/tickets reported for critical/vital applications
• Determines Lost Engineering hours post resolution and coordinate the root cause investigation
K• Handled a team of 5HR Analysts
• Sourcing quality profiles on Resumix EDS central data base and Job portals (Naukri, Monster, Jobshead, Timesjob, Networking sites).
• Has Global Recruitment experience handling both Internal and external recruitment needs. Performed extensive recruitment for the following countries (India, USA, Brazil, Argentina, UK, China, Singapore, Malaysia ...)
• Conducting 1st & 2nd round of candidate assessments through Telephonic Interview,
• Participated in the development of Sourcing strategies for staffing support services. Established and managed relationships with managers, which support the staffing process.
• Developed, execute and drive results of comprehensive search strategies to recruit senior and niche candidates in limited candidate spaces
• To prepare weekly and monthly Recruitment report.
• To update monthly Global Recruitment Report.
Responsible for the recruitment of IT professionals, from desktop support
specialist, Programmers, Developers, Systems Analyst and senior level
Source candidates through a variety of methods (job fairs, employee referrals,
Advertisements, public organizations, internet, cold calling, ).
Conduct pre-screen interviews to determine skill set, fit within the organization
and level of interest; review information from interviews and recommend the
most appropriate candidates to the hiring manager.
Gather interview feedback in order to identify and select the most qualified candi-dates.
Maintain frequent communication with the candidate(s) through and after the final
Offer Negotiate all third party agency fees and freelance assignment fees.
Maintain a staffing status report on a weekly basis.