Lead-Service Management_2014

• University degree in Computer Science, Management Information Systems or related
• Recommended to have 10+ years of relevant experience in IT operations from which around 3 - 5 years’ experience in incident management, L2 or L3 support
• Experience in ServiceNow preferred, additional experience in Service Now CMDB is desirable
• Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security) and cloud ecosystems
• Exposure to  
• Working in multi-national teams and across countries and cultures to achieve solutions
• Setting up OR managing global service delivery in a multinational organization
• Knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Working with teams with internal/external suppliers in a multi-suppliers setup.
• Front ending issues calls
• ITIL Certification
• A track record of Independent worker but a team-player; self-starter; business-minded; pragmatic; result-oriented with a 'can-do' attitude
• Ability to deliver high-quality results; and takes ownership of initiatives.
• Engaging personality who is able to build and maintain good working relationships and strong professional presence

Technical

Cloud and Infra

• Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security),
• Cloud  ( Azure/AWS) Should know Cloud
• Minimum 4 year experience in information technology or technical support : must to have 4 years of exp in IT as support Executive with hands on trouble shooting skills on Servers, Network, Azure, Active Directory (Basic)
• Extensive familiarity with Windows operating systems : must to have troubleshooting skills on desktop/laptop OS like Telnet, Tracert, GPO, Certificate management, web browser troubleshooting Outlook Troubleshooting etc.
• Working knowledge of security software options and functionality preferred: must to have exp in security application like Prisma, Splunk, Intune
• Exp in configuring  authentication and authorisation mechanism for application: Must to have exp in SSO, Entra ID setup knowledge of SAML, Cert based authentication, IDP, App registration

Devops

• CI/CD Pipeline Management: Design, build, and maintain automated pipelines to accelerate code integration and deployment.
• Use tools like Terraform or Ansible to manage, provision, and configure infrastructure.
• Automate manual tasks and build scripts to optimize operational efficiency.
• Troubleshooting: Identify root causes of production issues and resolve infrastructure failures.

Skills

• Scripting/Programming: Proficiency in Python, Bash, or PowerShell.
• CI/CD Tools: Experience with Jenkins, GitLab CI, or GitHub Actions.
• Cloud Platforms: Hands-on experience with AWS, Azure Platform.
• Containerization: Proficiency in Docker and Kubernetes for orchestration.
• Infrastructure Tools: Familiarity with Terraform or Ansible.
• System Administration: knowledge of Linux/Unix and Networking fundamentals.

Functional / Domain

Safeguard Functions

• Support Pen Testing: Coordinate scope, agreements, remediation, and updates for penetration testing.
• Support ARS Process: Perform ARS activities, risk coordination, and mitigation planning.
• Support Vulnerability Checks: Investigate and implement fixes for identified vulnerabilities.
• Disaster Recovery: Plan, implement, test, and maintain DR processes with stakeholders.
• Threat Modeling and Code Security
• Cryptography and WAF setup and scan
• Support UAC in update in archer
• Awareness of Corporate Rules for IT – AFRIT, AFIRM & APITIS

CPI Process

• Incident Management: Coordinate incident resolution, analysis, and reporting – Incident and Availability SLA management
• Change Management: Manage patch updates and release coordination.
• IT Request Fulfilment: Oversee service request creation and fulfilment.
• IT Asset Management: Manage IT assets with end-to-end support.
• Problem Management: Coordinate problem resolution with run support.
• Knowledge Base Creation: Ensure KB availability and maintain application documentation.
• SLA Governance: Monitor and report SLA compliance and performance.
• Dynatrace Onboarding & Monitoring: Onboard applications into DT and monitor performance.
• Configuration Management (CMDB): Maintain configuration data and ensure accuracy.
• Identify all global process and central platform specs, ensure good connects are maintained with various other support teams.

Commercial Management

• Ensure all IT assets are aligned via SI instance and tracking/reporting is maintained
• Ensure all queries from finance team on IT assets are checked and confirmed to ensure correct billing and cost.
• Ensure all SR are raised mapping the correct WBS

Demand Management

• Track all new onboarding and decom to ensure correct service scope is maintained at all time.
• Small Changes: Manage minor service changes, budgeting, and vendor coordination.
• Strategic Changes: Handle project creation, budgeting, transition to run, and portfolio management.

Vendor Management

• Support onboarding of new services and IT asset
• Support with configuring internal asset
• Optimize IT asset internalization with AI exposure.