Hiring Global Duty Service Manager - Hyderabad Location

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:

• 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 KPIs, 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