Max Life Insurance Company Limited Looking for Information Technology Service Management Manager at Gurugram, Haryana, India Full Time

JOB SUMMARY:

Responsible for L1-Service Desk/IVR, Incident, Problem & Change Management, Major/Critical Incident Management, Continuous Service Improvements, Compliance & Audit, ITGC controls.

Position– ITSM Service Management Lead – IT Services & Operations (Manager Position)

Key Responsibilities, relationships & measure of success:

• Expert in Major Incident, Problem (RCA & RCCA), Change Management & L1 Support Service Desk/IVR environment/setup.
• Lead Sev1/2 issues along with effective problem management
• Manage and maintain ITSM systems and processes to ensure high availability, performance, and scalability.
• Develop and implement processes and tools to enable efficient service delivery and incident resolution.
• Collaborate with stakeholders to define ITSM service levels and ensure service level agreements (SLAs) are met.
• Provide technical leadership and guidance to the ITSM team members and stakeholders.
• Mentor and guide team members to enhance their skills and knowledge.
• Contribute to continuous improvement initiatives to optimize ITSM processes and tools.
• Collaborate with development, operations, and service delivery teams to ensure the effective integration of ITSM processes into overall service delivery frameworks.
• Define and implement metrics and KPIs to measure the effectiveness of ITSM processes and services.
• Ensure compliance with ITIL best practices and industry standards.
• Leading the response to major incidents that impact IT services and infrastructure
• Write C Suite – Executive Summaries for Major incidents.
• Coordinating with relevant teams to diagnose and resolve major incidents
• Analyzing incidents and identifying their root cause
• Managing changes to IT systems and infrastructure
• Evaluating change requests and assessing their impact on services and systems
• Design and implement IVR strategies to enhance customer experience and reduce service desk workload.
• Ensure the efficient and effective operation of our IVR system.
• Manage vendor relationships and contracts related to ITSM processes and tools.

Key competencies/skills required and experience:

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 6+ years of experience in IT service desk operations and IVR system management.
• Strong technical skills in service desk tools and systems, such as CARS (Symphony Summit), Service Now, Jira, BMC Remedy etc.
• Hands On Experience of ITIL best practices and industry standards
• Excellent Customer service experience.
• Experience in designing and implementing IVR strategies, including call routing and self-service options.
• Experience in managing and improving service desk operations, including incident management, request fulfillment, problem management, and change management.
• Experience in leading and mentoring team members.
• Excellent communication and collaboration skills with the ability to work effectively with cross-functional teams.
• Strong analytical and problem-solving skills with the ability to identify and resolve complex technical issues.
• ITIL 4, ITIL Expert Certified – Preferably.