Regional AMO

Job Description

Job Description SummaryThe Europe and Asia Pacific Regional Application Maintenance and Operations is a position in the COE Organization, reporting directly to the Global Application Maintenance and Operations. BD has a wide application landscape portfolio including multiple technologies and systems from SAP and Non SAP applications.An application maintenance & operations manager oversees and directs the day-to-day activities of an organization s applications managed by Tecnology Global Services (TGS) organization, ensuring that systems & services are reliable and performing adequatly to support business users. Europe and Asia Pacific Regional Application Maintenance and Operations manager provides guidance and leadership to the TGS department and its technicians, but also directly supports end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues. Job Description

• One of the primary responsibilities of the operations manager is monitoring an organization s applications for irregularities and performance issues. The operations manager assesses system data and error logs, along with user reports, to determine areas for improvement or repair. In this aspect of the role, an operations manager may also determine when systems or servers are due for upgrades.
• Is responsible to ensure the service delivery metrics are aligned with the agreed KPIs and Service Levels Agreements (SLA)
• Provide effective leadership and guidance to the team members located onsite and offshore
• Lead and Direct AMO support teams, operations manager is directing the activities of IT technicians, both to directly support end users and to assist with IT department upgrades and directives. An IT operations manager assesses current department needs and help desk inquiries and assigns personnel to resolve each issue. the operations manager may also develop and implement technician coverage schedules for holidays or vacation periods.
• Ensure proactive preventive maintenance activities are implemented on the IT Applications to improve the availability of services. Ensure successful rollout of patches and software releases (for HW, SW, DB, Appliances, etc.) to keep the system and all-in scope IT Application status on latest approved release
• Support the day-to-day business requests to cover certain business needs in irregular or ad-hoc manners or required manual intervention from Operation side such as audit support and quality assurance control.
• Develop Department Policies, Many IT operations managers develop IT policies and procedures to ensure that the department operates effectively and reliably. In some IT departments, this process can include developing service level agreements (SLAs) for the help desk. An IT operations manager may also develop guides for users and technicians, such as FAQ documents or employee handbooks for IT department personnel.
• Resolve Help Desk Escalations, IT operations managers may provide direct user support by handling help desk or service desk escalations. If IT technicians are unable to successfully resolve a user s issue, the IT operations manager will assess the situation and devise a solution to the problem, which could include equipment replacement or repair if the problem is related to the end user s hardware or software.

Qualifications:The ideal candidate will bring a combination of strategic understanding, both business and technology experience, exceptional relationship building skills and solution-oriented mindset together.

• 8 years in IT Service Delivery Management in IT Applications.
• Demonstrated knowledge of major industry standards as ITIL.
• Familiarity with continuous improvement and good understanding Application Lifecycle management.
• extensive training on computer software and hardware, including servers and systems
• Ability to communicate complex business / technical challenges in a simplified manner
• Must be a leader who can influence stakeholders in written and oral communications
• Strong leadership and collaboration skills and ability to work in a team environment, coordinate and facilitate diverse teams of different skill sets, backgrounds, cultures, and languages
• Ability to conduct and facilitate Technical Bridge troubleshooting sessions with business representatives, team member resources, and external 3rd party groups and set priorities
• Strong communication skills
• Experience working in a highly matrixed organization and in overcoming ambiguity
• Accept ownership
• Preferred Experience in SAP Solution Manager, SAP Basis Exposure, Business transformation in supply chain environments.

Primary Work LocationIND Bangalore - Technology Campus Additional LocationsWork Shift,

Keyskills :
it service delivery managementit service deliveryservice delivery managementsap basissupply chainservice deskuser supportmusic makingit operationsservice levelservice levelsglobal servicesservice delivery