SDM-Japan

Location: Bengaluru

Job Responsibilities /Essential Functions/Competencies

SDM/Japan

Job Responsibilities /Essential Functions/Competencies

Provide operational oversight to multiple D2OS Clients.
Daily review of all incidents, changes, requests, problems, and all D2OS monitoring tools for clients.
Work closely with client to complete operational tasks.
Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned clients.
Assist in preparation and participate in weekly operations meetings for D2OS Clients as needed.
Assist in preparing Operational reporting for the Monthly and Quarterly meetings.
Manage Infrastructure Services Escalation bridges.
Create and present Root Cause Analysis for Critical Incidents.
Work closely and support Process and Compliance leadership.
Create and update documentation including Standard Operating Processes and Procedures.
Participate in an on-call rotation to be the Service Delivery Escalation point 24 x 7 for all D2OS operational issues.

Qualifications

Education:

Associate's Degree in Business, IT, or related field or equivalent experience.

Certifications

ITIL certification is highly desirable.

Work Experience

9+ years of experience in ITIL Service Management practices, including Incident, Change, Request, and Problem Management.
Exposure to technology projects and project management.

Specialized Knowledge, Skills, And Abilities

Advanced skills in MS Office applications including Excel, Word, and Outlook.
Service Now and SharePoint experience is a plus.
Ability to work independently and aggressively track incidents.
Excellent documentation skills and attention to detail.
Ability to communicate well with customers and co-workers.
Ability to work in a team environment.
Strong problem-solving and research skills.
Strong communication skills (written, verbal, and presentation).