HYDERABAD · FULLTIME
Global Duty Service Manager
Cubic Transportation Systems
Hyderabad · onsite · Posted 12d ago
Sourced from
Undisclosed3–6 yrsfulltimeHyderabad
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Section · 01
About this role
Business Unit: Cubic Transportation Systems
We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic. com. Job Details:
Worker Type: Employee
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic. com.
Job Summary:
The Global Duty Service Manager will work as a member of the Global ITIL Operations Team providing 24/7 cover via a 4x4 shift rotation, acting as the Senior Service Escalation point, reporting to the Global Manager for Major Incident and Problem Management. The Global Duty Service Manager will lead communication of all high priority Incidents and escalations and is responsible for facilitating high performance and collaborative working within the Global ITIL Operations functions, ensuring governance and adherence to the following:
The Global Duty Service Manager will work as a member of the Global ITIL Operations Team providing 24/7 cover via a 4x4 shift rotation, acting as the Senior Service Escalation point, reporting to the Global Manager for Major Incident and Problem Management. The Global Duty Service Manager will lead communication of all high priority Incidents and escalations and is responsible for facilitating high performance and collaborative working within the Global ITIL Operations functions, ensuring governance and adherence to the following:
- Major Incident Management
- Incident Management
- Problem Management
- Escalation Management
- Out of Hours Emergency Change Approval
Essential Job Duties and Responsibilities:
- Responsible for driving the policy, process and procedures in alignment with ITIL best practice in conjunction with Process Owners
- Manage Incidents, Major Incidents, Post Incident Reviews, Problems and Escalations at a Global organizational level
- Identify, analyze, prepare risk mitigation via relevant processes
- Support training efforts and audit requirements
- Compile and hold reviews of KPI s, SLAs, OLAs & monitor performance to ensure they are achieved and escalate as required and tracking and reporting process governance failures
- Assist other Global ITIL Operations functions in promoting and driving adherence to their Processes
Minimum Job Requirements:
- Ability to be a critical thinker
- Able to work in a fast-paced high-pressure environment often engaging with senior stakeholder during a major event
- Able to work both individually and as part of a team to ensure system and performance reporting are accurate, timely, and most importantly, correct
- Able to make a significant contribution in a team environment
- Exceptional listening and analytical skills
- Reporting experience across a range of Customers
- Strong understanding of ITIL processes
- Ability to identify trends and interpret data
- The use of Microsoft Office particularly, Word, Excel and PowerPoint.
- An understanding of Cubic Technology
- A wide understanding of customer service processes and methodologies
Education and Qualifications:
Essential
- A Level education or equivalent
Desirable:
- ITIL v3/v4 Foundation certification
The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.
We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
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Section · 02
Skills
Customer ServiceIncident Managementanalytical thinkingitil processestransportation systemsrisk mitigationmicrosoft officeProblem managementmajor incident managementItil V3TransportationoperationsEscalation Management
Section · Company
About Cubic Transportation Systems
Cubic Transportation Systems
IT Services & Consulting
500
employees
1951
75 years old
Hyderabad / Secunderabad, Telangana
India
₹20.5L PA avg
Avg at Cubic Transportation Systems
About
Our talented people around the world solve today's biggest challenges through innovative products in defense and transportation. Our businesses make traveling safer and more efficient while helping to
Industries
IT Services & ConsultingDefence & Aerospace
Employee ratings
0 reviews
3.3/ 5
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