Site /Ops Manager
- Experis
- 3 - 8 years
- Sonipat
- 21 days ago
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Job Description
Job Description Shift Manager (L2)
Location: Kharkoda, Sonipat
Role Level: L2
Experience: 36 Years
Work Mode: Onsite
Shift: 24x7 Support
Qualification: B.E. / B.Sc
Certification: ITIL Certification (Mandatory)
Role Purpose
Manage shift operations and Incident Process Coordination (IPC) activities to ensure smooth IT service operations and timely incident resolution.
Key Responsibilities
- Manage shift operations and support activities in a 24x7 environment.
- Handle Incident Management, Service Request, Problem Management, and Change Management processes.
- Monitor and manage incidents as per SLA and SOW requirements.
- Coordinate with teams for incident resolution and service restoration.
- Identify incident causes and initiate the incident management process.
- Prioritize incidents based on business impact and urgency.
- Prepare RCA reports and submit incident analysis reports.
- Ensure all incident management protocols and procedures are followed.
- Maintain incident logs and track recurring issues.
- Communicate major incidents and critical issues to management.
- Manage shift resources, assign workloads, and reschedule non-critical tasks when required.
- Prepare Daily, Weekly, and Monthly MIS reports.
- Ensure effective coordination among support teams during shifts.
Technical Skills Required
- Experience in managing shift operations.
- Experience in team handling and coordination.
- Strong understanding of ITIL processes and framework.
- ITIL Certification is mandatory.
- Knowledge of SLA, SOW, Incident Management, Problem Management, and Change Management processes.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: ExperisLocation(s): Sonipat
Keyskills: Team Handling Shift Operations ITIL Certified SLA Monitoring Incident Management Change Management Escalation Management Support Coordination 24x7 Support MIS Reporting Service Restoration RCA Reports Incident Coordination Problem Management Manufacturing Support
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