Service Manager

PURPOSE

Incident management is critical for maintaining the smooth operation of IT services in any organization. An Incident Manager plays a key role in ensuring that any disruptions are dealt with swiftly and effectively.

    WHAT YOU CAN EXPECT

• The person will be allocated to SAP Basis & Infrastructure team and will help the team look and manage the incidents, service & change requests and conduct the Scrum meetings for the team. He/she will work to make sure the timely completion of the work in the incidents, SRs & CRs and make sure SLAs are met.
• He/she will also have to keep good communication with the technical team members understand the tasks in the incidents and negotiate timelines with the stake owners when required.
• He/she will be the point of contact for the vendor teams’ Change management team for incident assignments, SLA reviews, Business/Assignment group mappings, Monthly service reviews and other project management meetings.
• He/she will also be asked to maintain the Kanban boards for technical assignments/projects on Teams, Jira and other platforms.
• He/she will also be asked to present the Project metrics, to the leadership periodically online or offline.

    WHAT WE ARE LOOKING FOR

•  5+ years of experience in IT Industry.
• At least three Projects with hand-on exposure to Project Management, Incident Management, Scrum Master role.
• Excellent communication skills in English language.
• Good working Knowledge of IT ticketing tool like Service now, ITSM, Jira.
• Must have worked on integration of Service management tools across client and vendor.
• Good Working knowledge of Agile methodologies.
• Must have worked on Confluence tool for documentation of technical landscapes.
• Good Knowledge of MS Office tools (Word, PPT, Visio, MS Teams)
• Good listening and Understanding attitude and Problem-solving approach.

Good to have:

• Moderate knowledge of SAP Basis, AWS Cloud.
• German language.