Application Support Manager
Company: Volkswagen IT Services India Pvt. Ltd
Experience: 8 – 13 yrs
VWITS is part of Volkswagen Group (6th Fortune Co., 230.682 Billion revenue, more details mentioned below). We are looking for a Professional with experience on below technologies.
Please revert with your updated CV and below details(Mandatory)
No of years of experience as a service Manager
No of years of experience supporting java based applications
No of years of experience in L2, L3 support
No of years of experience in ITIL Processes
No of years of experience as a Lead
No of years of people reporting to you
A: Should understand complete customer business process and scope of service support.
B. Knows and develops project-specific operational concepts and can also implement operating concepts with service support processes.
C. Should knows contacts, escalation procedures and mechanisms of operating trasfer processes (escalation management)
D: Should manage Incident, Problem, Change and configuration Management by adhering to the customer specific SLA and KPI (SLA management)
E: Ensure service related documentation is accurate and kept up-to-date at all times (knowledge management)
A. Should apply quality standards and comply with them and also develop ideas of improving quality processes. (Solution quality)
B. Can use the tools for continous quality improvement process and ensure compliance with VW statutory and internal regualtions.
C. Ensure no compliance issues during audits
Team Management Team Management & Mentoring
a. Develop a culture of no follow ups to tasks/actions.
b. Mentoring and development of freshers as active team members
c. Managing Team’s skills and aspirations
d. Ensure Team’s Engagement with project and organization
i. Regular team meetings and one 2 one meetings
ii. Rightly involving team according to their strengths/skills/aspirations to develop them
v. Plan trainings & certifications regularly (aligned with aspirations, skills, areas of improvement in soft skills, technical, professional, domain)
e. Develop effective backups and business continuity for each area and skill sets
Organizational Activities Involment in department/org level activities:
a. Support IT Solutions for projects or programs, due diligence and transition planning activities
b. Recruitment of right people in projects
c. Participate in customer visits
IT security A: Knows IT security standards, such as the basics of information security management system (including security risks, security rules and processes)
B. knows the organization IT security rules and their meaning, and can apply them into IT operations.
C: Adheres to all data security guide lines agreed with the customer as per the SLA and also ensures that the entire team adheres to all the IT security polices and standards.
A. Should be aware of Agile methodologies relevant for support/services (KANBAN, SCRUMBAN, etc.)
B. Should be aware of tools like HPSC, Servicenow, JIRA service desk, etc.
Graduate – BE/B.Sc./MCA (Science/Engg. Graduate) with Releavent IT qualifications
ITIL V3.0 , Service management certifications.
A. Should recognize the needs and expectations of customers
A. Should inspect his own work results in terms of quality, quantity, cost and timeliness.
B. Can take corrective measures in case of deviations from the intended objectives.
C. Should make attempts to reduce costs .
A. Should detect and look at problem from different perspectives. Should analyse causes and effects and cand detect relevant interrelationships .
B. Can reduce complex issues to workable tasks and develop his own proposals of improvement for long term solutions.
A. Plans and controls the work process in a well-structured and systematic way.
B. Monitors the planned objectives achievement and reacts to deviations from plan at an early stage.
A.Should integrate himself into a team and also actively contribute to group results.
B. Building a Successful Team:Using appropriate methods and interpersonal skills to help build a cohesive team whether as a leader or a member, facilitating the completion of team goals.
A. Should be able to effectively communicate all operational matters ( business & technical ) with all stake holders in written and oral form.
B. Should be crisp and precise with the content and should avoid all misunderstandings.
A. He/She Puts across views in a logical, factual and convincing manner and is able to infulence people.
B. He/She Is firm and emphatic in putting across his points and handles resistance appropriately
A. Identify stregths and wakeness of individaul team members and suggest corrective actions.
B. Enable employees to achieve over and above their perceived capability through guidance and timely inputs.
C. Should be fair and transperant and should assist employees attaining their personal and organizational objectives.
Java team management escalation management application support services business continuity production support services itil
Recruiter Name: Amit
Contact Company: Volkswagen IT Services India Pvt. Ltd