Teradata Incident Manager in Powai Mumbai, India

Role - Teradata Managed Services Incident Manager

Location: - Mumbai

Teradata Managed Services assumes broad operational responsibility for a customer’s Teradata data warehouse environment under contracted Service Level Agreements, transferring service accountability and technology control to our experts when there is no client owned support function, or a client needs to supplement his own staff.

Summary Description:

The Incident & Service-Request (I&R) Manager will play a key role supporting a new Incident & Service-Request Management process. This person will oversee and ensure that standard ITIL best practice methods and procedures are used to review and manage all identified Incidents in the EDW solution including the EDW-infrastructure, applications used, databases used.

This person will oversee and ensure that standard ITIL best practice methods and procedures are used in providing satisfactory & optimal Service-Request handling (within SLA timelines).

His or her primary focus will be to ensure the development, configuration and maintenance of the standards and documents for: handling all incidents & service-requests; capturing required knowledge assets at various stages in operation-support phases and collaborating/cooperating; on-going meetings with the technical-leads/ team-member, knowledge manager, release manager and solution-architect; senior management reporting.

The individual will work with other process-managers & Service Delivery Manager to produce organizational reports and service process improvements and will provide guidance to subject matter experts on incident & service-request management process, ensure requests meet all objectives to increase success factors, and identify and assist with developing good communication on SOPs & SR-process documents. A key success factor will be to identify resistance to process adoption and develop and to execute plans to efficiently mitigate and address with corrective actions.

Basic Qualifications:

  • 7+ years of overall experience

  • 2+ years of overall experience in a diverse IT management role

  • Proficient in verbal, written and reasoning skills

  • Successful delivery of Incident & Service-Request Management procedures and methodologies

  • Highly proficient in Incident & Service-Request Management methodology and procedures

  • Proficient in ITIL methodology and process implementation

  • Strong problem solving and root cause identification skills

  • Experience at building consensus and working effectively at all levels in an organization

  • ITILv3 Foundations certification + ITILv3 Operations-Support certification

  • Experience with Service-Now & Service-Now provided tools

Key Areas of Responsibility:

  • Play the key role in the coordination and effective implementation and support of the Service-Now Incident & Service-Request Management module

  • Serve as the lead for the implementation and rollout of a new IT Incident & Service-Request Management process for a large, complex IT organization based on ITIL best practices for Incident & Requested-Item Management

  • Coordinate with technical-leads/ team-member, build-team and solution-architect to drive the processes starting with incident & SR capture and ending with incident/SR resolution and closure

  • Plan and drive stakeholder engagement, training and communication for the scale out and deployment of an Incident & Service-Request Management methodology

  • Lead and manage the scope, timing, quality, resources for communication, and integration requirements to implement a comprehensive, enduring Incident & Service-Request Management program based on Service-Now capability

  • Develop operational standards and guidelines and implement Incident & Service-Request Management processes that achieve sustainable performance improvements for the organization including reduction in incident resolution time and service-request closure time; In collaboration with all stake holders, drive the efforts to identify key-performance-indicators (KPIs) for the incident & service-request management process

  • Work closely at all levels in the organization to create a collaborative team approach and methodology for the quick adoption and greatest utilization of the Incident & Service-Request Management process for the organization

  • Develop, build and maintain standards for SOPs and SR-process-documents for the underlying EDW solution. Enforce SOP & SR-process document creation, document standards and quick/easy/optimal availability of these documents to support staff, ensure these documents are kept up-to-date

  • Ensure good communication, documentation and training is available to mentor and help support technical staff, tech leads and executives on the roles and responsibilities, tools and procedures for systematic, efficient processing of all incidents & service-requests

  • Identify and help develop consensus for the categorization of impact, benefit, priority for incidents

  • Be willing to work in shifts