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Leadership Level Opportunities for Remedy ITSM

Global Tools and Process Team

Global Tools and Processes business unit develop and operate a number of shared service tool platforms on behalf of Capgemini Outsourcing. These include BMC’s ITSM Platform, DigitalFuel ServiceFlow, ATG Primus and a number of bespoke solutions.

It is also responsible for defining the strategy and standards for service management, and to identify, develop business cases and implement new tools and processes. Finally it manages the service management tools solutioning and implementation for new deals, and the migration of existing deals to ITSM.

Capgemini is currently focusing on GTP component in a strategic manner. We are looking for ITSM / Remedy leadership level profiles to drive the fast paced growth in India for GTP practice. Following are our few senior level requirements. Ideally we are looking for 10+ years experienced leaders.

Data Architect

Main Purpose of the Role:

  • Develops and maintains the high level design plan for the overall logical and technical data architecture, including the design of data for use in defining the target state to support the GTP applications architecture and the subsequent planning needed to achieve the target state
  • Ensures the completeness and fitness-for-purpose of the data architecture of the GTP applications and tools architecture and the integrity of the architecture

Essential Skills:

  • Extensive knowledge and experience of architecture framework (e.g. TOGAF)
  • Extensive experience in data analysis, data modelling, data integration, data warehousing and database design
  • Awareness of the BMC Remedy suite of ITSM tools

 

GTP Portfolio Manager

Main Purpose of the Role:

  • Manages an integrated portfolio of capability building projects to deliver the GTP applications roadmap through planned releases and a rigorous change process while managing associated risks to ensure no operational disruption
  • Provides assurance over ITSM applications and interface projects being delivered and direct oversight for applications projects delivered by other Service Lines as agreed

Essential Skills:

  • Strong proven technical background in the BMC Remedy suite of tools
  • Prince 2 or PMI Practitioner qualified
  • Proven record of managing a portfolio of development projects
  • Excellent project and programme management skills with proven track record of delivering Service Management applications projects and programmes to time, cost and quality

 

 

Change & Release Manager

Main purpose of the role:

  • Manages the integration testing for all releases (functional/operational/integration), and performs integration testing to deliver our tools roadmap through planned releases and a rigorous change process with no operational disruption
  • Develops and agrees a release plan, managing it through a standard change process
  • Manages configuration control of all GTP applications

Essential Skills:

  • Strong proven technical background in the BMC Remedy suite of tools
  • Prince 2 or PMI Practitioner qualified
  • Proven track record of managing integration testing of applications involving multiple interfaces
  • Extensive experience of change and release management in a service delivery environment, including dealing with conflicting changes and events

Service Design & Transition Lead

Main Purpose of the Role:

  • Provides direction to GTP Service Design and ensures early and effective GTP involvement in the sales process to be able to shape the GTP service solution
  • Manages the successful delivery of the GTP components of a portfolio of transition projects, including service take-on, upgrade and migration, ensuring service levels are maintained throughout

 

Essential Skills:

  • ITIL qualified
  • Prince 2 or PMI Practitioner qualified
  • Proven track record of managing multiple service transitions (including service take-on, upgrade and migration) running concurrently
  • In-depth knowledge and experience of the BMC Remedy suite of ITSM tools

GTP Delivery Lead

Main Purpose of the Role:

  • Deliver agreed levels of ITSM Applications Service and manage the applications, infrastructure, network & security that support the delivery of Applications Services for a given portfolio of clients, including continuous improvement
  • Continuous service improvement relating to production support

Essential Skills:

  • ITIL qualified
  • In-depth experience of IT Service Management delivery
  • Knowledge and experience of ITSM applications, in particular the BMC Remedy Suite
  • Extensive experience of service delivery in an outsourcing environment

For more information contact – medhavi (dot) misra (at) capgemini (dot) com

Problem Manager Senior Consultant- 6 to 8 years – Mumbai, Pune & Bangalore

Job Description

Reporting to the ITSM Applications Support Lead, the Problem Manager within the ITSM Applications Delivery Support function of the GTP is responsible for:

 

  • Providing support to the ITSM Applications Delivery Support Lead on matters relating to problem management for GTP Applications and Tools Services, including BMC Remedy, EARS, Eracent, Primus, SLIM and Service Reporting
  • Managing the Problem Management function, comprising a Problem Analyst
  • Managing problems ensuring that they are logged, progressed, updated, authorised, expedited and resolved within the scope of the Service Level Agreement, including:
  • Raising Problem tickets to investigate the underlying causes of significant incidents and recurring incidents that require root cause analysis
  • Reviewing Major Incident Reports and create resultant recommendations
  • Driving down repeat incidents and major problem occurrence to improve efficiencies
  • Identifying training requirement issues
  • Identifying software, hardware, firmware, configuration, version and compatibility issues
  • Convening meetings to create solutions to complex problems
  • Managing processes, preparing information and other reports on problem activity, including:
  • Reviewing incident/problem trends versus Change implementations or process activity
  • Prioritisation and categorisation of Problem Management calls
  • Maintaining Incident trend data to identify Problems
  • Developing and designing a standard set of trend analysis format across the client base
  • Overseeing the review of Incident and Change Management systems to ensure that they capture information of a granularity that will enable good quality trend analysis.

Specification / Skills / Experience

 

  • Reviews input into Problem Management tickets to ensure that responses are being delivered on time and with appropriate detailed consideration and recommendation
  • Tracks identified fixes and workarounds through to change implementation
  • Manages identified problem areas, failings or weaknesses and identify potential service improvement areas
  • Provides input to the Known Error Databases
  • Manages the design of a standard Incident and Problem trend data format
  • Reviews trend data and present regular progress to GTP Service Delivery Managers and GTP Management
  • Reviews the Incident and Change Management systems to ensure that they capture information of a granularity that will enable good quality trend analysis
  • Coordinates the activities of third parties and/or other Capgemini Service Lines as required

 

Location: Mumbai, Pune & Bangalore

Experience: 6 –  8 years

Primary Skills (Must have)

  • ITIL qualified (e.g. ITIL V3 Foundation or equivalent)
  • In-depth experience of problem management in IT Service Management delivery
  • Excellent knowledge and understanding of Incident and Change management systems, e.g. EARS and ITSM
  • Basic understanding of the service management processes
  • Detailed understanding of the Incident, Problem and Change Management procedures
  • In-depth knowledge about all service infrastructures used to provide the GTP Applications and Tools Services
  • Proven ability to interpret and present incident data
  • Demonstrates the ability to present ideas persuasively to provide insight, gain buy-in, and/or steer others to specific outcomes
  • Reaches conclusions and takes action on the basis of thorough analysis and experience
  • Knowledge and experience of ITSM applications, in particular the BMC Remedy Suite
  • Extensive experience of service delivery in an outsourcing environment
  • Experience of handling relationships with 3rd parties / competitors
  • Proven ability to maintains open communication lines with stakeholders, conveying interest in their concerns, and fostering excellent collaborative working relationships
  • Continually seeks process improvement opportunities, driving standardization
  • Brings ideas and thoughts in a clear focused manner using effective verbal and non-verbal communication techniques and listens to others in return
  • Conveys the authority and confidence necessary to establish credibility and drive results
  • Strong negotiation skills
  • Understands the needs of the stakeholder and balances them against GTP strategy to ensure win-win outcomes
  • Secures optimal resolution by identifying conflicts and disagreements and pursuing their resolution
  • Recognizes when alternative perspectives are required, and facilitates the appropriate interventions
  • Looks for trends indicating potential problems and escalates them as appropriate
  • Uses tools and techniques to represent ideas, results, issues and recommendations in a clear concise manner appropriate for the audience

Secondary Skills (Nice to have)

  • VBA and macro writing skills
  • Experience of ITSM production support and analysis
  • Experience of operating in a Problem Management role
  • Provides supervision and direction (to individuals), helping (them) achieve business and personal objectives

 

Contact

Anil Kumar Sharma

anil-kumar.sharma@capgemini.com

Senior Manager – IT Service Management Operations – Mumbai

JOB PURPOSE:

 

Responsible for Service Management & Technology Operations function for Group Delivery & Support Services (GDSS/Group ITICS) organization

 

  • Role is responsible for supporting Group ITICS to drive effective Service Management
  • Responsible to drive operations as per expectation in partnership with Group Delivery Support Services owners/leads from Infra/Telecoms & Applications team.
  • The role is responsible for delivering consistent & predictable services to the end users in a 24×7 Service Support environment
  • The role will drive critical functions like Service Desk, Incident Management, Problem Management, Change Management, Asset Management, CMDB deployment etc…
  • This will require developing close working relationships with a cross section of business leads to ensure single point and enhance the customer experience across the various technology/applications touch points.
  • The role will involve active engagement with global teams and embedding of the best practices, standards and GDSS processes.
  • The role will involve managing a team of individuals and hence an allied job responsibility will be to hire and develop team members to be able to build a sustainable process/support.
  • This level of assignment demands a comprehensive understanding of ITIL practices & key Service delivery process frameworks along the lines of ITSM
  • The role requires the incumbent to understand, manage and improve Service Management Score Card.
  • To achieve task assignments in this work level, individuals require sound management skills, negotiation skills, strong inter personal skills, persuasion skills and team mentoring and motivating skills to achieve the results mentioned above
  • It involves personalize customer’s overall service experience and improve the effectiveness of service delivery.
  • SLA control and ensuring ZERO breaches is the key focus of this role.
  • Key focus areas are ITIL & Service Management best practices to be implemented.

 

MAIN ACCOUNTABILITY:

 

Service Management

  • Control on open tickets, issues delivering zero SLA breaches
  • Critical Asset or service fulfillment based on business dynamics
  • Incident – Problem – Change effectiveness
  • Validating control to ensure the relevant teams align to the process frameworks
  • Managing the escalation matrix and communicating
  • Mange operational issues, shifts & coordination issues if any
  • Managing Operations at entire organization level
  • In depth understanding of a relevant business area, the business needs and systems of that area, and how they make up the business and systems environment
  • Good understanding of all ITSM deliverables especially Incident – Problem – Change – Asset – SLA & ITIL based performance indicators
  • Good understanding of pertinent systems policies, procedures and standards
  • Good understanding of technology risk management practices

 

 

 

Technology Operations

  • Planning, directing and coordinating activities of IT operations within data center.
  • Providing Infrastructure Platform-Services for group delivery application like AD/E-Mail/DNS/SSO/WAN & various Delivery & Financial Applications based on heterogeneous HW & SW platforms.
  • Responsible for contracts & SLAs with business & outsourced vendors.
  • Performing Project Management activities for projects like DR/Cloud computing.
  • Conducting between Service Owners & Data center services providers.
  • Responsible for supply chain from IT perspective.

Professional Development/Performance Assessment of the team.

  • Personnel development plans
  • Training plans
  • Manage working resources by
    • Identifying appropriate staff
    • Identifying appropriate technical facilities
    • Being responsible for the assets that are assigned to the group
    • Complying with current process and procedure
  • Team Briefs and de-briefs
  • Supervising and monitoring staff performance
  • Reviewing performance and recommending appropriate actions
  • Effectively use resources to set and meet customer service targets such as performance, quality, and efficiency as well as plan areas of improvement or development

 

 

TECHNICAL SKILLS / COMPETENCIES:

  • Relevant Service Management knowledge / experience (7+ years)
  • Vendor Management
  • Financial Governance
  • Operations Management experience (5+ years)
  • In depth skills in personal & interpersonal skills
  • Coaching and Training skills
  • Significant expertise around Strong communication, Presentation, Performance & Resource Management
  • Ability to Plan, make decision & negotiate to deliver the organizational intent
  • Relevant Tertiary Qualification or equivalent professional qualifications

Please contact me on sarang.brahme@capgemini.com

Senior Manager – Infrastructure Operations Delivery – CapGemini Kolkata

What is IMOC?
Infrastructure Management Operations Center (IMOC) is created to fill in a central “command and control” function within the operation. The IMOC will operate as a 24*365 delivery unit, within which the incident handling and the management will take place. Monitoring and planned activities for platform, network and security related services and the not-complex changes and patches will be provided as well. Furthermore, the IMOC will take care of planned activities such as batch processing and planning, as well as backup and recovery. The less complex systems and user management will be handled by the IMOC
IMOC is a new of Functional Model that will provide a robust ‘command and control facility (L1/L2 support ) backed by a fully integrated L3 support and Service Management capability.
IMOC build will enable Consolidation of common India resources thereby realizing productivity and efficiency improvements. By standardization on monitoring tools, implementation of robust alert and incident reduction processes and integration with common ticketing tools, IMOC will provide improved level of back office efficiency
While IMOC will provide support in Mutualised model, backed L3 support will ensure ensure higher levels of client intimacy and ‘end to end’ transparency through the development of multi client support teams
Roles and responsibilities
• End to end accountable for delivery within IMOC
• Responsible for supporting shift left to deliver 80% of incident resolution
• Responsible for delivering improving trend in utilization, quality, etc
• Responsible for delivering Standard changes implementation within SLA
• Responsible for driving team to deliver increasing trend in number of Standard changes by IMOC team.
• Accountable for Incident Management function in IMOC
• Responsible for making resources available to work in IMOC with the help of Tower Leads
• Develop and manage OLA with service management for IMOC
• Responsible for participating Major Incident Response Management
• Monitors performance against SLA’s on a daily basis and takes evasive action to avoid potential breaches.
• Acts as an initial escalation point and “owns” all issues once escalated in the India IM area and works with the L3 team
• Ensures all Capgemini management and staff involved in the delivery of the service understand it’s scope and requirements from an India IM perspective

Knowledge and Skills
• Has wide and detailed infrastructure operations knowledge.
• Has worked on handling remote infrastructure management services
• Displays good inter-personal skills at all levels of contact and in a wide variety of situations.
• Demonstrates the ability to take responsibility for major technical and service delivery issues.
• Is familiar with all aspects of service delivery processes.
• Displays above average communication and negotiation skills and a good understanding of the commercial and other needs and objectives of the users of the services provided.

Qualification
• Management / Computer science / Engineering graduate
• 15+ years IT industry experience and worked on various technologies (windows, unix, network, security etc)
• 8 -10 years in service delivery of Infrastructure Management related activities
• 3-4 years as a lead role managing more than 75+ man team
• Knowledge on ITIL processes, ISO 27001 etc will be of added advantage

Please contact me at sarang.brahme@capgemini.com

Director – Service Desk / ITSM – CapGemini Mumbai

Presently CapGemini India is looking out for a senior level profile to manage entire Desktop, Service Management & Asset Management function of CapGemini India.

Responsibilities

  • Will be responsible to manage a team of 150+ people internally for servicing service desk, service management & asset management function of internal CapGemini across India locations.
  • Supporting 20000 end-user and responsible for entire IT service delivery.
  • Responsible for entire India Asset Management function including desktop / laptop allocation across end-users.
  • Will manage a team of Regional IT Managers across India.

Desired Profile

  • Overall 15 years of experience in IT Service Management.
  • Strong experience in managing large IT infrastructure – specially within IT service desk, ITSM and asset management function.
  • Ideal candidate will have experience in managing IT operations across various locations in India.

This is a senior strategic level profile for someone to manage entire IT Service Management function for internal CapGemini IT operations.

Please contact me at sarang.brahme@capgemini.com.

Service Delivery Manager – Remedy ITSM – Mumbai

Service Delivery Manager, Global Tools

Global Tools and Processes business unit develop and operate a number of shared service tool platforms on behalf of Capgemini Outsourcing. These include BMC’s ITSM Platform, DigitalFuel ServiceFlow, ATG Primus and a number of bespoke solutions.

It is also responsible for defining the strategy and standards for service management, and to identify, develop business cases and implement new tools and processes.

Finally it manages the service management tools solutioning and implementation for new deals, and the migration of existing deals to ITSM.

The business unit operates globally with a core production and product development capability based in Mumbai, India, but with specialist resources globally. Implementation teams are based in North America and Europe.

The Senior Service Delivery Manager reports directly to the Head of Production and is responsible within this organization for:

  • Managing the overall relationship with all the internal and external customers of the global tools.
  • Manages all account communication and the overall relationship
    • Organize and attend service review meetings, attend project meetings and board meetings as required.
    • Provides regular formal and informal feedback to the accounts regarding aspects of the service
  • Maintain the Service Quality Plan, Operational Level and Service Level agreements and, under change control with the customers, any subsequent alterations.
  • Management & Escalation of Service Risks and Issues.
    • Acts as an initial escalation point and “owns” all issues once escalated
    • Ensures issues are followed
    • Ensures all major incidents are followed through to a satisfactory conclusion and feedback of the outcome provided to the account
    • In conjunction with Problem Management, monitors problem records to ensure trends / root causes are being identified and resolved
  • Ensure the timely delivery of all service reporting
    • Monitors GTP’s performance against SLA’s on a daily basis and takes evasive action to avoid potential breaches.
    • Monitors performance of third parties against SLA targets
  • Manage changes to the service
  • Manages customer requested changes
    • Negotiates and agrees with the customer appropriate commercials.
    • Routes the change appropriately within the GTP team and ensures timely response to the customer
    • Ensures all Capgemini management and staff involved in the delivery of the service understand it’s scope and requirements
  • Ensure that the service is accurately recharged to our customers

Mentoring and coaching more junior SDM’s

Primary Skills:

  • Service Delivery management experience in a service provider environment
  • Extensive Client relationship experience
  • Service Management in an ITIL based operation
  • Desirable Skills
    • Knowledge of BMC ITSM
    • Personal Attributes
      • At least 10 years commercial IT experience, 3 of which must have been performing a similar role.
      • Passion for customer service and relationship management
      • Proven experience of handling complex/difficult client relationships
      • Proven experience of working with multi-cultural teams based on and off-shore
      • Ideally candidate should have worked onshore (Europe or North America) for at least 2 years.
      • Proven credibility from reporting directly to senior level with strength in communications to stakeholders
      • Flexible in working hours, located Capgemini or client sites as necessary
      • Experienced in actively managing stakeholder relationships, covering all service, commercial, negotiation, risk and development aspects.

Please contact sarang.brahme@capgemini.com for further details.

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