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Service Manager

10.00 to 12.00 Years   Noida   30 Mar, 2022
STMicroelectronics
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryManufacturing
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Role Purpose : As part of Business Application Support team, provide Level-2 application support to worldwide users across the globe with 24x7 coverage.Detailed
    • Manage external service of L1/L2
    • Having good understanding of ITIL based framework of service management
    • Create new knowledge base and workarounds steps for solving incidents.
    • Get the complex case validated with next level and forward incident to next level if not resolved at our end.
    • Perform RCA (Root Cause Analysis) and maintain incident to problem linkage.
    • Participate in ITP (Interrupt to Production) management.Proper escalation of issues (if need be) up/down/across the groups.
    • Strong focus on maintaining support KPIs i.e. cycle time, MTTA, MTTR etc.
    • Prepare tools/scripts to automate/simplify operational activities.
    • Participate in various projects on short/long term basis.
    • Participate in testing (SIT/UAT etc.) with solution teams.
    • Work on efficiency improvement methods and tools like RPA , PowerApps, PowerBI, chatbox
    Skills :- Service Management- Basic knowledge of UNIX and Shell Scripting.- Oracle, SQL, PL-SQL., Required Skills : Experience in/as : - Managing 24*7 support teams - Service Management- Vendor Management- SOW preparation and service transitions for various kind of s/w development lifecycle activities- Vendor services integrator, vendor management governance- REMEDY & HELIX Environment (will be added advantage)- Creating and managing technical documents Having good understanding of ITIL processes Dealing with various vendors/partners on managing SLAs / KPIs and other aspects as per the contracts Driving CSI initiatives with vendors for service improvements Excellent data analysis skills Exposure in automation and productivity improvement Skills to prepare management reportsAdditional skills:- Ticketing tool e.g. Remedy.- B2B, Java, PL/SQL, SAP-PLM- Application testing tools e.g. HP-ALMSoft Skills :- Strong analytical skills with the ability to analyze complex requirements and define technical/functional advanced solutions- Quick learner with excellent interpersonal, verbal/written communications, problem solving and decision-making skills.-Adaptable, Flexible, Global approach/synthesis, creative and capable of working independently as well as a team player.- Must have a strong sense of urgency.Solutions orientation, Quality driven, Execution minded and Customer focused.Qualification : BTech/MCA : 70% & above Experience : 10-12 Years Certifications : ITIL

Keyskills :
strong analytical skillswarrantyspare partscustomer serviceworkshop

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