Job Opportunities in India

Job Description:
Responsibilities for Service Request Manager

• Manage the overall help desk activities.
• Take overall responsibility for service request handling on the Service Desk.
• Act as a further escalation point for the coordinators.
• Report to senior managers on any issue that could significantly impact the business.
• Ensure that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, and so on.
• Design, document, publicize, and continuously improve the request process.
• Define the Key Performance Indicators (KPIs) to evaluate the effectiveness and efficiency of the request process.
• Review KPIs and take the required action following the analysis.
• Address any issues with the running of the process.
• Perform the day-to-day operational activities.
• Perform assigned tasks.
• Handle console operations, i.e. monitoring the status of specific systems, job queues, and so on.

Responsibilities for Service Level Manager

• Oversee and guide all activities of the Service team.
• Coordinate SLA creations. (through Interaction with the business team).
• Ensure team follows best practices and maintain service level agreements.
• Monitors department issues and client complaints.
• Develop problem management and service improvement plans.
• Ensure customer/business, client, support, technical parties are represented in the definition and evolution of services.
• Offer customer service.
• Maintain customer relationships.
• Analyze and review all service requirements and conduct comparisons with SLA's
• Ensure that the SLA monitors on-going adherence to industry standard and legal requirements, FAIS compliance
• Develop and maintain relationships within Barclays Africa Technology within the Business unit, understanding their requirements and gathering feedback so as to enhance the SLA process
• Explain targets and take accountability for the monitoring and achievement of performance objectives in the department in terms of employee satisfaction, customer experience, cost performance, return on investments, risk, compliance and governance requirements
• Manage departmental budgets including signing off of invoices and quotes within mandate
• Manage and monitor the adherence to industry standards and best practices within the team Information
• Work with vendors to ensure underpinning contracts will support the Business Service Level requirements
• Build and Configure all SLAs, OLA and UCs in the ITSM tool
• Provide input on all Vendor Support agreements regardless of Application / Infrastructure
• Design and Provide detailed Service Level reporting for the CIO, Senior Management and Business stakeholders
Working with other Stakeholder where applicable create and manage Service Improvement plans

Responsibilities for Configuration Manager

• Tracking compliance to policies and procedures and resolving or escalating any compliance issues

• Facilitating CM audits

• Reviewing critical incident outage resolution results and responses and dispositions of failed changes due to issues related to the configuration management system (CMS)

• Facilitating communication and engaging business and IT management to encourage CM efforts and value propositions

• Engaging with strategic projects to ensure configuration management can deliver the required CMS functionality within project timeframes

• Reviewing and approving all changes to the CMS infrastructure where applicable

• Reviewing and approving significant IT infrastructure changes to ensure impacts to configuration management data are properly addressed

• Mentoring the organization of CM services, concepts, policies, and procedures

• Chairing the configuration control board (CCB) and enacting changes as directed

• Providing and approving all requirements, use cases, user stories, etc. to support new or improving CMS functionality

• Reviewing and approving all requests for the administrator log on credentials and access rights to the CMS infrastructure

• Reviewing and publishing configuration management reporting

• Managing the day-to-day activities of the process, including establishing priorities and work assignments

• Performing operational activities as defined by CM policies and procedures

• Fulfilling CM service requests as assigned

• Engaging with strategic projects to ensure CM can deliver required functionality within project time frames

• Mentoring the organization on CM services, concepts, policies, and procedures

• Overseeing the design, coding, and testing of reports as needed

• Collecting and reporting on metrics as required

• Identifying and reporting on noncompliance situations

• Performing CM audits as directed

• Identifying service improvement opportunities

• Mentoring and helping direct configuration management specialists

• Performing operational activities as defined by CM policies and procedures

• Working to fulfill CM service requests as assigned

• Engaging with strategic projects to ensure configuration management can deliver the required functionality within project timeframes

• Mentoring the organization on CM services, concepts, policies, and procedures

• Running and delivering reports as required

• Collecting and reporting on metrics as required

• Identifying and reporting on noncompliance situations

• Performing CM audits as directed

• Identifying service improvement opportunities
  

Responsibilities for Asset Manager

• Meets with clients to assess asset status, needs, risks, goals and progress.
• Maintenance of all hardware & Software asset details within Service Now
• End to End Asset Management Life Cycle Experience in Hardware
• Manage leased assets
• Experience in all processes including but not limited to New Assets, IMACS, Retirements, Disposals
• Interact directly with clients and other internal and external sources to obtain relevant data and documents in required forms and consistent with project objectives and deadlines
• Management of all purchasing and end to end stock management activities including asset recording and tracking
• Assess data accuracy and reasonableness and follow-up directly with clients appropriately to achieve necessary understanding and to resolve the Licensing anomalies
• Handling of queries relating to asset details
• Ensure quality and timely delivery of customer requirements
• Generate monthly reports regarding this Service
• Identify and document best practices and implement them
• Detail oriented, customer oriented, result delivery oriented, analytic thinking
• Manage HAM & SAM aspects of Asset Management for the Customers environment
• Oversee the activities of the team and provide direction
• Build and drive strategy and mature the Asset Management service
• Ensure delivery of the service according to the service agreement
• Conduct analysis, prepare reports and work on project implementation
• Advise client on asset management and function as Subject Matter Expert
• Develop, maintain and execute asset management program including processes, procedures, tools, and reporting of hardware assets
• Provide ongoing information to leadership, customers, and peers regarding the health of the environment, enhancements, innovations and secure network solutions
• Ensure assets are accounted for (including those assets that are unassigned) and components are accurately reflected in Service Now
• Ad hoc Project work as dictated by Management or Customer
• Aim for 100% customer satisfaction and client focus, create a performance culture throughout the team
• Manage individual incidents and requests according to defined SLAs – aim for 100% adherence to REQ & INC Best Practice guidelines
• Assist in the establishment and embedding of global hardware & Software asset management processes across all regions
• Reviews asset information, such as warranties, manufacturer warranties, maintenance and service agreements, and regulatory compliance
• Make recommendations regarding asset disposition and disposal procedures to senior management
• Assist in the development of strategic asset management plans
• Preparing risk analyses investment, and asset management reports.
• Reviewing policies and making recommendations for potential adjustments.
• Interact directly with clients and other internal and external sources to obtain relevant data and documents in required forms and consistent with project objectives and deadlines