CSC - PM - Operations and ITIL Service Management

Pune, Digital

We’re looking to add Operations and ITIL Service Management experts with 5+ years of experience in front-end development and Operations Management. He/she will be reporting to Senior Manager.

The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. He/she must be able to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company objects. Additionally, he/she must be self-directed, proactive, and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best practices and process improvements, and utilizing the frameworks and tools available. Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors.

Process Manager Roles and Responsibilities:

  • Connect with partners, scope request or requirement and work with a team towards achieving them – act as a bridge between client, team, and other parties involved
  • Drive day to day operations and work plan allocation/management. Conduct periodic reviews with teams. Weekly and monthly status reports to higher management. Participate in business meetings with various stakeholders
  • Proactive prevention of issues – trend analysis, targeting support action and communication
  • Building and maintaining Capacity & Availability Plan
  • Continual improvement of Capacity, Availability and Performance Management process
  • Ensure adherence to quality/security standards defined for the engagement. Perform Trend analysis, identify top cases and work with respective teams/individuals to achieve provided targets
  • Uses knowledge gained from analysis to make recommendations or resolutions
  • Collaborate with multiple teams to deliver results
  • Stay up-to-date with emerging technologies
  • Gain feedback continuously from users, team leads, and colleagues

Technical and Functional Skills:

  • Bachelor’s Degree with 6 to 8 years of extensive experience in IT Service Management role with demonstrable experience in core Capacity and Availability Management
  • ITIL v3 / v4 Foundation certified
  • Basic 1-3 years of Project Management experience
  • Knowledge of Agile methodologies and certification (scrum), IT service delivery/management models such as ITIL
  • Should be willing to work in a target-oriented environment
  • Good experience in crafting capacity and availability monitoring plan and good in diagnosing the problems to improve the availability of IT services
  • Excellent Skills in Analysis, Reporting and Presentation to be provided to users and technical groups

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world’s leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India’s leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 12000-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.

eClerx Digital is the trusted partner of choice to the world’s largest global brands for creative production, e-commerce/web operations, and analytics & insight services. We improve profitability for their digital businesses. Using the Follow, the Sun delivery model, our team of 3,000+ full-time digital delivery employees – at our five production hubs in Mumbai, Pune, Chandigarh, Verona, and Phuket – applies deep digital expertise to support the most demanding global clients effectively. eClerx Digital’s innovative delivery model drives the ‘metrics that matter’ for our clients: improved acquisition, conversion and retention, and overall lifetime value of your customer 24/7/365.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law