Service Manager - Problem Manager

Hirdetés feladója: Career Oppurtinities
Munkavégzés helye: Budapest XI. kerület (Pest megye)
Jelentkezési határidő: 2022. március 30.
Várható kezdés: 2022. március 31.

Tata Consultancy Services (TCS) is an IT services, consulting and business solutions provider that has been partnering with the world’s largest businesses in their transformation journeys for the last fifty years. A part of the Tata Group, India’s largest multinational business group, TCS has over 450,000 of the world’s best-trained consultants in 46 countries. As a top tier brand TCS is the number 1. TATA brand contributor on top of Jaguar Land Rover, TATA Motors, TATA Steel and TATA Global Beverages. TCS’s first Global Delivery Center was established in Budapest, Hungary in February 2001. Since its establishment, TCS Hungary is a strategic delivery center globally offering a broad portfolio of services such as IT; IT Infrastructure Services; Finance, Accounting & Analysis; Life Science and HR Outsourcing Services. 

Elvárások a jelölttel szemben

  • College or University degree or equivalent education
  • Experience in Service Operations of a Multilingual Service Desk team
  • Minimum 4 years relevant experience ( IT Operations / Service Desk / Infrastructure Support)
  • Good understanding of the industry and domain (technical knowledge)
  • ITIL foundation knowledge
  • Speak French and English on a business level (working/support language)

Szükséges nyelvismeretek

  • Angol - Felsőfok, szóban és írásban
  • Francia - Felsőfok, szóban és írásban

Feladatok

  • Participate in postmortem meetings and drive service providers to identify root cause including well defined corrective/preventative action plans
  • Manage problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution in line with agreed resolution plans;
  • Strong exposure to Service Now with a clear understanding of how tools should be used to support problem management process activities.
  • Provides appropriate reporting and drive resolution working directly with Service Providers;
  • Monitors the effectiveness of error control and makes recommendations for improvements.
  • To be proactive in identifying problems, analyze and recommend service improvement plans with the possible solutions obtained from technical teams for department or business unit.
  • Maintains inventory of problems under analysis and their current progress and status
  • Follow up issues and progress with problem owners where necessary.
  • Communicating all the problems and their impact to all stakeholders.
  • Prevents recurrence of issues by identifying root cause and implementing fix.
  • Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party.
  • Drive all problems towards root cause identification and permanent fix.
  • Responsible for preparing daily/weekly/monthly Problem Management reports.

Quality Management, Policies and Procedures

  • Understand quality requirements and aspects of the account and work according to those regulations reaching outlined Key Performance Indicators.
  • Ensure high level of customer satisfaction.
  • Learn and adhere to TCS’ and customer’s policies and procedures.
  • Check tickets for the quality and completeness of the updates to enable L2 teams to handle the issue effectively without having to repeat troubleshooting steps performed by the L1 team.
  • Provide quality report and feedback to the team and leadership and work on overall quality improvements.

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