|主なスキル||Remote Infrastructure support comprising of various Service Lines like Wintel, Unix/Linux, Network, Security, Storage, Backup, Database. Along with it, we also have Service desk and ITIL team in place. Also, application support related to customer environment.|
|詳細内容||S/he will be the sole HCL consultant in Japan to be responsible for the entire delivery working with offshore team in India. Apart from leading entire Delivery of Asia, s/he will lead the critical incident management for P1/P2 tickets and drive it to ensure that all relevant participants are present, working in the right direction to resolve the issue within the stipulated SLA and later, provide root cause and permanent fix.|
-Service Operations Management for the designated region
-Work with and support the Service Desk and other interfacing teams to identify, implement and enhance the client end user experience.
-Build strong relationships with key client stakeholders and meet with them on a recurring basis to ensure that SLA’s and Customer Service requirements are achieved.
-Management of Major Incidents, ensuring the effective interface to all Service Management associated processes (Major Incident Reporting, RCA, Problem Management, Knowledge Management)
-Responsible for leading, driving, facilitating, and chairing major incident investigation activities for the region including, meetings, and bridge conference calls
-Ownership, development and maintenance of Service Operational procedures including those which drive swift resolution of major incidents
-Establish a framework for and chairing and/or supporting Service Reviews and major incident recovery meetings and Post Incident Reviews (PIRs / Postmortems)
-Creating and enhancing Service reporting and/or major incident notifications, reports and service/incident metrics
-Provide regional support for project initiatives and product implementations Propose improvements to the Digital workplace tools, proactively driving initiatives to increase user adoption rates for the region
-Develop communications processes, plans and templates to ensure clear and consistent communication to key stakeholders
-Promote and reinforce adherence to the process and policies associated with Service Operation and Security for the region
-Matrix management of people, processes and resources including third parties - including resolving conflict to swiftly move forward to resolution
-Required to travel between sites on an as required basis.
-Compliance to published Infrastructure and Application availability targets § Compliance to published SLAs and KPIs
-Customer Satisfaction (CSAT) results at agreed levels
-Quality of compliance with agreed Security and Service Management process
-Business level proficiency in Japanese and English languages (in reading, writing and speaking)