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Sr Mgr, IT Service Management

5.00 to 7.00 Years   Bangalore   30 Mar, 2021
MarketShare
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryTelecom / ISP
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Neustar is an information services and technology company and a leader in identity resolution providing the data and technology that enables trusted connections between companies and people at the moments that matter most. More information is available at https://www.home.neustar .Job Requisition:R-3500 Sr Mgr, IT Service Management (Open Date: 03/18/2021)Primary Location:BANGALOREIT Service Management ManagerThis is a leadership role within the fast-paced IT Service Management team that has responsibility reimagine Neustar s service management function focusing on automation and metrics. Incumbent must be able to work independently, take full ownership and change the service management culture with a service first mentality. Manage and direct the team in a multi-site organization. Must be able to address all issues within a timely manner, while managing day-to-day operations and staff and meeting targeted delivery goals at the desk.This key leadership role will manage associates and be responsible for hiring, termination, and performance management. Responsible for a team assigned to a specific initiative, application, operation, or portion of a project. Exercises judgment within generally defined practices and policies in selecting methods and tools for obtaining solutions. May have limited budget responsibility.Primary Responsibilities:

  • Motivating, coaching, and developing associates to achieve optimal performance results.
  • Leading and supporting a team of upto 16 Employees/Contractors
  • Managing the performance of associates including but not limited to service level adherence, quality assurance, incident quality and point of call resolution. Proactively address any performance issues.
  • Responsible for all Performance Management, Service Level Management, Outage Management
  • Assess and prioritize all work assigned to the full team working in partnership with other Service Desk team members in Costa Rica and US.
  • Accountable for any work/or targets set forth by the Service Desk
  • Managing admin functions for the team.
  • Must have good understanding of the clients, technology and processes supported within SD environment
  • Intake and resolution of Manager Escalations
Required Skills:
  • Must have at least 5-7 years managing a team of individuals.
  • A minimum of 5-7 years of experience in service management, including metrics, automation and business focused outcomes.
  • Experience working with geographically dispersed teams and employees requiring support.
  • Detail oriented and ensure all issues/ are recorded and acted upon
  • Must be creative, and be able to motivate, coach and lead others
  • Excellent written, verbal, communication skills
  • Ability to work in fast paced team-oriented environment
  • Must be able to make difficult decisions to ensure the integrity of the environment
  • Ability to multitask and maintain focus on all areas of responsibility concurrently
  • Workforce Management processes, abilities, limitations, and requirements
  • Above average ability in Excel (formatting, formulas, macros, pivot tables, etc.)
  • Must be proficient in workstation support as well as other technologies, platforms, and regions
  • Advanced knowledge of ServiceNow system, and other ITSM tools
  • Ability to compile, analyze, interpret and present complex data
  • Ability to think analytically, conceptually and strategically
  • Must be proficient in Service Desk Operations
  • Strong technical acumen
  • Strong knowledge of Windows based environment/support
  • Expertise in Microsoft Application Suite, including Teams, Sharepoint, Exchange, etc.
  • IT Systems (SCCM, ADManager, Active Directory etc)
  • System Management Software
  • Automation knowledge (PowerShell, Ansible, etc)
Neustar does not accept unsolicited resumes from external firms or agencies. Neustar will not be responsible for placement fees associated with unsolicited resumes.DIVERSITYDiversity, inclusion and teamwork are second nature to Neustar; and these values permeate our entire business structure. Neustar is committed to creating an environment where a wide spectrum of opinions and beliefs are actively sought, listened to and respected. Further, our talented workforce draws from the many geographic areas and markets in which Neustar operates worldwide, which represents a distinct competitive advantage. The rich and varied personal and professional backgrounds of our employees make Neustar a dynamic and rewarding company at which to build a career. We invite you to join us.EOE ofMinorities/Females/Vets/DisabilityNeustar, Inc. considers all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, or status as a Vietnam-era or special disabled veteran in accordance with federal law and other state and local requirements. Neustar, Inc., complies with applicable state and local laws prohibiting discrimination in employment and provides reasonable accommodation to qualified individuals with disabilities in accordance with the American with Disabilities Act (ADA) and applicable state and local laws.,

Keyskills :
pivot tablesactive directoryservice level adherencequality assuranceservice managementservice level managementservice levelfederal lawservice deskit service management

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