Manager - IT Service Management
- Pure Storage
- 3 to 7 Yrs
- karnataka
- 10 months ago
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Job Description
- Be part of building the future with Pure Storage, a company at the forefront of redefining the storage experience and empowering innovators by simplifying how people consume and interact with data. With a customer-first culture and commitment to innovation, Pure Storage has been recognized as a leader in the industry for ten consecutive years by Gartner. Join the team of over 5,000 employees who are dedicated to making Pure a faster, stronger, and smarter company as they continue to set records and blaze trails in the tech industry. Pure Storage is looking for an Incident & Major Incident Manager to join their international IT Service Management (ITSM) Team in Bangalore. As the Incident & Major Incident Manager, you will be responsible for managing and improving the Incident & Major Incident Management Practice globally according to ITIL best practices standards. Your role will involve close collaboration with ServiceDesk, Service Owners, Resolver teams, and the ITSM Leadership team to ensure effective incident resolution, continuous improvement, and adherence to agreed Service Levels. Key Responsibilities: - Define, maintain, update, and communicate Incident and Major Incident management processes to stakeholders. - Ensure effective and efficient handling of all Incidents and Major Incidents, invoking change management when necessary. - Assign owners to Incidents and Major Incidents and ensure satisfactory resolution within agreed Service Levels. - Collate information about incidents and Major Incidents for meaningful Post Incident Reports and continuous improvement. - Manage Major Incidents, including recovery teams" management and post-reviews. - Provide communication interface and escalation to the IT Leadership Team. - Conduct Incident analysis, identify trends, weak points, and bottlenecks by analyzing SM tools data. - Produce operational reporting to support Incident Management trends and Practice. - Actively work to reduce the number of recurring incidents and provide Incident Management support to internal IT teams. - Collaborate closely with the ServiceDesk function and other IT Service Management Practice owners/Managers. Qualifications: - Ability to work in an open office, team environment. - Previous experience in large-scale complex IT service delivery and support environments. - Strong knowledge and understanding of IT Service Management, IT Support/Operations, and ITIL Best Practices framework. - Excellent interpersonal and communication skills. - ITIL certification and ServiceNow Experience are preferred. Pure Storage values diversity, individuality, and unique thoughts. They offer ample opportunities for personal and professional growth, with a focus on equality and supporting the well-being of their team members. If you believe you can do the job and are a good match, Pure encourages you to apply, regardless of how you identify. Join Pure Storage and be part of a company that celebrates individuality and invests in your career journey.,
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Manager - IT Service ManagementContact Details:
Company: Pure StorageLocation(s): Karnataka
Keyskills: Incident Management Major Incident Management ITSM ITIL Service Operation Service Support Recovery Management Continuous Improvement Problem Management Service Delivery Quality Management IT Service Management IT Support IT Operations ServiceNow
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