Responsibilities
- Manage team or experts’ diagnosis when technical issues raise in his/her scope of expertise.
- Is aware of the global IT structure so that he/she anticipates interrelationships within the organization.
- Manage L0/L1/L2/L3 activities which involve direct relationships with end users and L3 activities (architecture, design, project management, etc.).
- Engage with technical peer, Service managers, Architect and project teams on technology roadmap and projects, especially with GIT architecture security team.
- Ensures the IT Production activities regarding his/her perimeter are performed correctly by the team, complying with defined norms, standards, processes and procedures.
- Ability to setup ITSM, ITOM, ITAM modules and the sub modules of each.
- Good experience in setting up Incident, Problem, Change modules.
- Able to setup SLAs, service request workflows, Self-help modules.
- Prior experience in CMDB, CI Service Mapping,
- Mandatory certifications - ServiceNow CSA (Certified System Administrator), ITIL v3/v4.
- Hands on in setting up dashboards, scheduling reports and customizing dashboards
- Prior experience in ServiceNow license management set up.
- Configuring ServiceNow chat
- Prior experience in ServiceNow Product Integrations, Integration Hub and Partner integrations.
- Knowledge in SNOW predictive Intelligence application., Predictive AI Ops, Flow designer, Now Assist, Mobile agent setup and configuration.
- Knowledge in ITOM Service operations workspace, Cloud insights, ITOM Health, ITOM visibility and Cloud mgmt
- Knowledge in ITSM Site Reliability ops, Digital Portfolio mgmt., Service Ops workspace, Workforce optimization for ITSM, ITSM Virtual agent conversations, ServiceNow Voice, Digital Product release, SNOW for MS Teams, ITSM Mobile Agent, Vendor mgmt., DevOps Change Velocity.
Requirements
- Minimum 18 years of IT Services experience and with minimum 10 years of team management experience.
- Must be a bachelors/masters/engineering graduate or equivalent technical degree in Information Systems and Networking.
- Must have knowledge of different domains of IT Services and Security.
- Must have prior hands-on experience in managing the IT Security Solutions.
- Must have experience in working in Production setup in Run (Operations) mode.
- Must have working experience in managing the endpoint and data security solutions for a Large enterprise level environment, working experience in financial organization is preferred.
- Proven experience in managing engagements, consulting services, digital transformation services, technology (Cloud, Infrastructure (DC/Network), Cybersecurity, Servicenow, End user) & or other managed services (AMC, Infrastructure), using a variety of delivery methodologies, including Agile and Devops, Waterfall, Distributed Delivery, Multi-Tower Managed Services across multiple locations.
- History of senior or CXO level stakeholder influence and relationship management or aspiration to operate at the ‘C-Level’.
- Ability to apply risk based approach while working on assigned responsibilities.
- Experience in defining, implementing, and enforcing enterprise-level IT security policies for endpoint and data security solutions.
- Excellent in analytical, communication and documentation skills.
- Ability to organize work and be able to priories work as per the needs of Production Operation’s needs.
- Must have strong understanding of ITIL processes and comfortable working in process oriented environment.
- Ability to work independently and as well as a part of team and is able to work under minimal supervision.
- Should have time management skills and able to manage work in fast moving environment.
- Should have hands-on technical exposure on wide spectrum of endpoint and data security technologies e.g. Symantec Data Loss Prevention (DLP), Symantec Endpoint Protection, Phishing Prevention and other IT Security technologies.
- Must have experience in defining, designing and configuring DLP Policies as per the business requirements.
- MCSE, CCDA and ITIL Professional Training or Certification is must
- Able to read, write & converse in Chinese to manage Chinese counter parts.
