Associate – Service Management

Job Description

Roles & Responsibilities :

. Support 2nd and 3rd level application support processes ensuring benchmark quality and adherence to defined KPIs.

. Work actively with Quality Assistant to ensure that tickets are within the KPI
. Collaborate with support specialist, LOT Leads, Support Managers, IT Ops Leads, and other stakeholders.
. Contribute to developing and curating process guidelines, standards, and best practices.
. Handle process clarifications from specialists and identify improvement areas.
. Support Support Standards & Process Governance activities.
. Participate in defining and improving operational processes.
. Facilitate awareness sessions, documentation preparation, and knowledge sharing.
. Enable operational efficiency reports.
. Assist in audit and compliance activities.
. Identify value-added enhancements and opportunities for technical automation.
. Participate in competence management initiatives within COE.

Qualifications

Educational qualification:

Any Graduate,. preferably Engineer

Experience :

. Understanding of IT service management and operational support processes.
. Strong knowledge of incident, problem, IT Service Asset and Configuration Management (CMDB), Request Fulfillment and change management.
. Strong analytical, documentation, and reporting skills.
. Good communication and collaboration abilities

. Good understanding of Bosch Quality standards and process in application support
. Ability to work in cross-functional teams and manage multiple stakeholders.

Mandatory/requires Skills :
Experience with ITIL processes or ITIL certification.

Preferred Skills :

. Experience with ITIL processes or ITIL certification.
. Basic understanding to automation tools or scripting.
. Familiarity with Bosch internal Run and Support processes.(Applicable for IJR)
. Understanding of agile working methods.