Job Title: Associate Cloud Operations Manager (Service Manager) – Job code P5

Location: Bangalore, India

About RWS:

RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services. We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations.

Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology.

Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide. Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents. For further information, please visit: www.rws.com

 

About The Role:

Service Manager will be a part of the Cloud Operations team, responsible and will own Problem Management, Change Management and Configuration Management (CMDB).

Problem Management:

§ The Service Manager is responsible for managing the lifecycle of Problem Management

§ The primary objective is to prevent high and critical Incidents from happening, and to minimize the impact of Incidents that cannot be prevented

§ Needs to understand why incidents are occurring, diagnose the root cause and identify permanent fixes and workarounds to minimize impact and disruption to business.

§ Owns the proactive problem management, performs related trend analysis of all services, identify opportunities to improve and reduce number of incidents of reoccurring.

§ Record, manage, and advance the problem tickets by escalating to an elevated level of expertise

§ Conduct regular problem management reviews with stakeholders, ensures that all Major Incidents and Critical incidents are discussed and addressed in a timely manner

§ Needs to own the responsibility of the Root Cause Analysis (RCA) document, share the RCA with the respective stakeholders and clients within the defined SLA

§ Generate regular reports at the frequency agreed with the stakeholders / clients / senior management

§ Identify gaps in the processes / implementation and bridge the gaps

 

 

Change Management:

§ The Service Manager is responsible for managing the lifecycle of Change Management

§ Ensure that changes are introduced into the organization with minimum disruption to existing services

§ Responsible for analyzing the risk and impact of changes

§ Responsible for making sure that changes are reviewed, approved in a timely manner

§ Coordinates with respective stakeholders and conducts daily CAB reviews / ECAB reviews

§ Audits implemented changes / conducts post change review to ensure change was successful

§ Failed changes and backed out changes are dealt with appropriately

§ Emergency changes are addressed in a timely manner

§ Follow ITIL best practices to ensure the processes are aligned and meet expectations

§ Generate regular reports at the frequency agreed with the stakeholders / clients / senior management

§ Identify gaps in the processes / implementation and bridge the gaps

 

Configuration Management DB (CMDB)

§ As an organization we plan to introduce CMDB, hence the Service Manager should own and support the overall assessment of the tool, implementation and execution

§ The Service Manager is responsible for managing the lifecycle of CMDB

§ Maintains all configuration items in the CMDB

§ Maintains information about configuration items required to deliver a service, including their relationships

§ Manage the overall service asset and configuration management process.

§ Owns and maintains the required asset management

§ Service Manager provides a full set of states to enable the management of a configuration item through its lifecycle, from planning to retirement

 

Minimum Requirement:

§ Ability to work independently, balance multiple tasks, and make sound decisions in a decentralized environment that is constantly changing

§ Excellent analytical, project management, interpersonal and communication skills

§ Minimum 5+ years of experience in IT, 3+ years of relevant Problem, Change and CMDB experience

§ A team player and good stakeholder management skills

 

Qualifications

§ Bachelor’s degree in Science or Computers

§ ITIL Intermediate, ITIL V4 Expert will be a plus

§ Cloud related certifications will be desired