IT Service Manager

What We Require:

EXPERIENCE 

•  Minimum of 5 years of experience working in IT Service Management or IT Operations. 
• Trained and experienced in using ITSM tools (ServiceNow/BMC Remedy) 
• Knowledge and experience in creating reports and dashboards is a plus. 
• Insurance or financial services industry experience ideal but not a must. 

 SKILLS & QUALITIES 

• Basic understanding of the overall PDS platform 
• Attention to detail and analytical thinking is a must. 
• Ability to define problems, collect data, establish facts, and draw valid conclusions. 
• Research, evaluate, and provide feedback on problematic trends and patterns. 
• Root Cause Analysis Reporting 
• Strong background in various aspects of Networking, Applications Development, Server Infrastructure and System Administration. 

JOB DESCRIPTION

• Leads the overall IT Incident, Problem, Change and SLA Management Processes under IT Service Management.  
• Ensures proper observance of incident, problem, change and SLA management practices support IT and business objectives. 
• Ensures that the processes required to deliver the IT services are managed, maintained, and improved. 
• Implements relevant policies and procedures for the identification and resolution of relevant problems using the ITIL framework 
• Analyzes SLAs and KPIs of IT Operations and helps suggest new measurements to promote efficiency where needed.  
• Drives problem and change management enhancements. 

You may submit your CV here, https://pds.hono.ai/react/career/