February 2023
Mercedes-Benz Research and Development India Private Limited
Service Integration & Management - Global role
Position Overview:
As a member of Mercedes Benz SIAM team (Service Integration and Management), will be responsible for all aspects of Incident Management and Problem Management processes. This role provides an exceptional opportunity to obtain a full insight and understanding of global systems, operations, and processes across the global enterprise.
Responsibilities:
- Drive the efficiency and effectiveness of the Incident and Problem Management processes.
- Ensures effective communication and coordination of problem-solving efforts between various IT functions from service providers, SIAM teams and customers.
- Ensure all Incidents are correctly prioritized, categorized, routed, restored/resolved and closed as per the Process defined. Driving investigations to identify the root cause of Incidents/Problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements).
- Record and report on progress of the output for Post Incident Reviews and Root Cause analysis.
- Review incident, major Incident & problem aging and work with resolver group members to ensure compliance with process guidelines. Bring in Service improvements and close the Gaps as per the Audits and Assessments
- Responsible for reviewing periodic metrics and take action where necessary to enforce process and standards to ensure continued process maturity.
- Produce the Process Performance Reports and extending the Support for Process audits and assessments.
- Monitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution.
- Conducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand and follow process guidelines.
Key Skills And Competencies
- Ability to interact with all levels of the stakeholders and IT provider organization
- Effective communication skills
- Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues
- ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification
- Experience in Service Now platform
Position Overview:
As a member of Mercedes Benz SIAM team (Service Integration and Management), will be responsible for all aspects of Incident Management and Problem Management processes. This role provides an exceptional opportunity to obtain a full insight and understanding of global systems, operations, and processes across the global enterprise.
Responsibilities:
- Drive the efficiency and effectiveness of the Incident and Problem Management processes.
- Ensures effective communication and coordination of problem-solving efforts between various IT functions from service providers, SIAM teams and customers.
- Ensure all Incidents are correctly prioritized, categorized, routed, restored/resolved and closed as per the Process defined. Driving investigations to identify the root cause of Incidents/Problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements).
- Record and report on progress of the output for Post Incident Reviews and Root Cause analysis.
- Review incident, major Incident & problem aging and work with resolver group members to ensure compliance with process guidelines. Bring in Service improvements and close the Gaps as per the Audits and Assessments
- Responsible for reviewing periodic metrics and take action where necessary to enforce process and standards to ensure continued process maturity.
- Produce the Process Performance Reports and extending the Support for Process audits and assessments.
- Monitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution.
- Conducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand and follow process guidelines.
Key Skills And Competencies
- Ability to interact with all levels of the stakeholders and IT provider organization
- Effective communication skills
- Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues
- ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification
- Experience in Service Now platform