Service Owner

About the Job:

Position name: Service Owner

Experience: 15+ years

Job Location: Remote/ Hybrid (Mumbai, Indore, Chennai, Bengaluru, Hyderabad)

Notice Period: 0-15 days

Skills: Salesforce (Must), Production Support, SLA Management, Ticket Management, Team Management, Delivery Management

Job Description:

Service Ownership

• Manage E2E the service ownership of program across all orgs (RoW, AU, CBS for now)
• Maintain ticket SLA as per ITS governance model. Monitor production tickets, make sure that tickets are not unassigned and acted on swiftly
• Manage team capacities (2 FTE's), ticket volume, and report remaining capacity for other tasks to ITS PM's
• Manage team leave plans so that at least 1 2LS team member is available on all days
• Review tickets to ensure all tickets have correct information populated as per guidelines. This is required for future RCA
• Identify service improvements and cost optimization initiatives
• Monitor upcoming SF release and analyze impact on production orgs
• Maintaining support documentation which is requested on on-going basis e.g. interface documentation, password management etc.
• Prepare and present monthly service review meetings with ITS and business team regarding org health

Audit and Compliance

• Conduct User Access Review – Once in 6 months
• Adherence to change management process and other compliance topics
• Prepare and review Service documents along with the team e.g. Authorization concept, Logging Concept etc. before major go-lives
• Managing E2E Security aspects of the orgs wrt SAST and Fortify scans, aligning with teams, creating stories from findings, report the completion status etc.
• Other
• Participate in the Sprint planning calls to discuss work packages for 2LS team and identify opportunities where 2LS team can support build team
• Participate / lead the discussions around topics such as Backup and Archiving, Security tool assessment, other tool POC etc.
• Support ITS PM's with planning and other topics as required
• Hands-on Service Management experience mandatory

About InfoBeans:

InfoBeans is a global digital transformation and product engineering company, enabling businesses to thrive through innovation, agility, and cutting-edge technology solutions. With over 1,700 team members across the globe, we specialize in custom software development, enterprise solutions, cloud, AI/ML, UX, automation, and digital transformation services.

At InfoBeans, we live by our core purpose of Creating WOW!—for our clients, team members, and the community. Our collaborative culture, growth opportunities, and people-first approach make us one of the most trusted and rewarding workplaces.

Link: https://infobeans.ai/