👋🏼We're Nagarro.

We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale across all devices and digital mediums, and our people exist everywhere in the world (17500+ experts across 39 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That's where you come in!

Requirements:

• Experience : 13+ Years
• 13-16 years of experience in application support and development applications with at least 3 years in  service manager/service lead role
• Excellent written and verbal communication skills
• ITIL certification is desirable
• Good knowledge of industry ITSM processes and standards, delivery models, pricing models, various ITSM tools, metrics, CMMI, ISO standards
• Active participation in AMS RFPs, service design and sales support
• Active participation in CMMI appraisals, ISO audits etc.
• Preparation of Service Delivery plan for the projects/AMS engagements
• Interact with customer to understand service level agreements and communicate the same to team members.
• Mentor and direct team members for timely completion of assigned task
• Conduct team meetings on regular basis to discuss about project issues and status.
• SLA and KPI monitoring and reporting
• Escalation handling, communication, project/account/Service performance  reporting
  Conduct risk assessment and develop mitigation plans along with DR planning
• Work with the team to develop problem management and service improvement plans.
  Maintain all documentations for maintenance and support .
• Act as a primary contact for all customer queries and issues.
• Assist in staff recruitment, training, performance evaluation, promotion, retention and termination activities.
• Resource/capacity planning and management
• Ensure team follows best practices and maintain service level agreements.

Responsibility:

• Showcasing a consulting mindset by acting as a solution provider rather than an order taker.
• Identifying project/service stakeholders at an early stage and working with them to ensure that the deliverables are in sync with the benefits defined in the business case.
• Planning, organizing and monitoring the project in order to deliver high quality business solutions.
• Defining the scope of the project/service, managing goals, risks, issues and resources throughout the project lifecycle.
• Mentoring and managing team members, by giving constant on the job feedback, and by providing guidance.
• Ensuring project quality of work meets defined governance, process standards and best practices.
• Reporting the status of all key metrics (eg: risk, scope, schedule, quality, customer satisfaction) from inception through closure
• Assisting the account management team in responding to new project requests.
• Identifying opportunities in the current engagement to cross sell or up sell Nagarros offering

Bachelor’s or master’s degree in computer science, Information Technology, or a related field.