SIAM Manager

61 Must understand the overall setup of IT services and roles played by various service providers, including critical services and interdependencies

61 Define and govern event monitoring policies and framework to improve Service Availability

61 Drive process forums to identify and orchestrate opportunities to improve Service Reliability

61 Ensure cross dependencies across suppliers are handled efficiently to deliver quality RCA

61 Define and develop a comprehensive plan aligning to overall business continuity requirement to improve all aspects of the availability of IT services

61 Establish and maintain strong, productive relationship with customer’s key IT and business stakeholders to understand long-term organizational strategy and create aligning plan to meet future capacity and performance needs.

61 Provide oversight and assurance to ensure sufficient resources are available to meet business demands at all time and across all services

61 Recommend and implement suggestions for process improvements to meet the evolving business needs.

61 Drive forums to investigate and define operational issues and prioritize based on severity, risk, and/or strategic business needs.

61 Understand business drivers, customer strategy and act as a face of customer to the service providers for Service Endurance function.

61 Identify and lead initiatives to increase awareness and collaboration in the ecosystem.

61 Ensure process compliance, adherence and maintenance of Service Endurance related practices and tools by providing subject matter expertise and leadership advice.

Experience/Skill set

61 Brings strategic vision and thought leadership

61 Demonstrated experience in driving and managing Availability, Capacity, Event & Major Incident Management processes in multi-supplier environment. Experience of leading a team is a plus

61 Knowledge of IT application architecture, platform architecture, IT hosting & resilience management shall be an added advantage

61 Hands-on experience of at least one ITSM tool (ServiceNow, Salesforce, BMC Remedy suite, etc.) is required

61 Highly motivated individual with a positive attitude to work, and willingness to make changes to improve operational efficiency through innovation, process and procedure, and adopting new ideas and best practices

61 Excellent communication skills (both verbal and written) with the ability to interact and influence at all levels of the organization including senior management

61 Possess strong analytical and problem-solving skills

61 Understand how to interpret user feedback to increase service levels and enhance key touch points.

61 Exceptionally organized and well-versed in multitasking

61 Have influential relationship management skills to manage various stakeholders at different levels within customer and service provider organizations.

Qualification:

61 Min. 15 yrs. of regular education

61 ITIL V3 intermediate and above

61 SIAM Foundation/Practitioner will be preferred

61 SIX Sigma Green/Black Belt and Lean certification will be preferred