Head - IT Services Management - SBIG - Thane

Job Description

Role & responsibilities :

IT operations-

- Drive efficient, ongoing monitoring of IT Services to ensure smooth day-to-day operations.

- Guide, delegate to and conduct reviews with the team of support analysts to ensure that agreed targets are met and appropriate qualitative standards are achieved.

- Develop and implement robust processes to ensure that high quality IT Services are provided to both internal and external customers. Implement methodologies to improve first call resolution.

- Design and develop the reporting structure for faults/ issues to enable the early identification of product faults and reduce risk to the business.

- Analyze service management activity and make recommendations for increased organizational efficiency and effectiveness. Implement staffing and scheduling models to ensure guaranteed coverage to the business.

- Oversee any breaches of SLAs by the IT partner and drive resolution of escalated issues. Review to ensure that processes are managed in an appropriate and timely manner with minimum disruption to the business operations.

- Regularly review and audit the performance of the IT vendor against SLAs.

- Coordinate with various track owners to understand issues, report status of resolution etc.

Commercial and Vendor Management-

- Drive techno-commercial negotiations with vendors and OEMs to enable cost efficiency for the company.

- Monitor vendor billing and contract pay outs to ensure adherence to budgets.

- Meet with the senior management of vendor teams and resolve escalations/outstanding issues. Ensure a proper healthy competitive environment is maintained between vendors. Resolve resource issues and that ensure proper support is in place to meet the agreed SLA's.

IT Strategy-

- Design the organizations processes for management of IT infrastructure and Applications, to deliver superior and uninterrupted service to the business. Focus on tools and process reengineering that can lead to early identification of product faults and enable enhanced customer experience.

- Review and evaluate various solutions proposed by vendors/ OEMs and ensure that they meet the overall requirements of IT operations from an immediate, medium, and long-term perspective.

- Review and approve the capacity planning and operating processes for the Production environment.

- Review and finalize the strategy for load handling during peak periods like month-end, year-end and during various product campaigns.

- Assess and consider all kinds of risk to review and make informed decisions around new initiatives or responses to situations.

Preferred candidate profile

• 15 years of experience in IT with at least 4 years in designing, implementing and managing the IT service desk (Application and Infrastructure) of medium-large organizations, covering heterogeneous and complex technologies.
• At least 3 years of experience in the general insurance domain.
• ITIL certification
• MBA in Information Systems/ IT

Perks and benefits

Health Benefits

Food benefits

Travel Benefits

Other benefits

More Info

Education