Process Manager- Cloud Managed Services

Job Locations IN-Gurgaon | IN-KA-Bangalore | IN-TN-Chennai
Posted Date 1 month ago(2/21/2018 9:25 PM)
# of Openings


As the Process Manager – Cloud Managed Services you will work with the Cloud Managed Services team in executing Incident Management, Change Management, Problem Management, Service Asset & Configuration Management (SACM), Event Management, and Knowledge Management processes.


You will have the responsibility to pursue Root Cause Analysis (RCA) and drive long-term resolution. You will perform proactive event analysis to avoid future incidents and minimize the impact of incidents that cannot be prevented. As you will be responsible for the CMDB, you will need to maintain all configuration items, their attributes and Service Management relationships, ensuring that they are current for our customers. You will drive improvement of existing processes, as well as design and implement new or improved processes.


You will facilitate training and workshops for SoftwareONE Cloud Managed Services personnel within and across your team.

  • You will provide escalation support for Cloud Support Agents where customers have customer satisfaction issues
  • You will mentor team members and assist them with their professional development
  • You will provide input to SoftwareONE Services and Solutions roadmap


  • Confident individual that’s highly motivated and results oriented
  • Understand that this is a 24x7 environment and a willingness to work across shifts during this time frame
  • Experience in Service Delivery Management
  • Ability to converse with senior stakeholders
  • Desire to work in fast-paced, challenging environment
  • Excellent communications skills with the ability to manage challenging conversations in a professional manner
  • Listening to internal and external customers, probing for business process pains and opportunities, in an effort to meet or exceed their expectations
  • Methodical Approach
  • Good presentation skills
  • You have a passion for technology and see cloud technologies as a challenge
  • Active listener and effective communicator
  • Ability to prioritize and demonstrate relentless discipline in achieving goals
  • Proven ability to influence others and lead customer engagements
  • Strong ownership, bias for action and willingness to role-up your sleeves
  • Work with and advise a diverse team in developing processes and solving problems quickly and efficiently for our client.
  • Compile, analyze and report statistical data and trends relating to service level compliance and operational effectiveness.
  • Coordinate the activities of multiple team members and manage through influence



Technical Skills

  • Understands the implication of change though the implementation of technology to the business
  • Strong structural work methods, multitasking and time management skills
  • Experience working in ISO/IEC 20000 certified organization
  • 8+ years of relevant ITIL service management experience
  • Good ITIL understanding and ability to demonstrate and clearly articulate understanding of Problem, Event Configuration Management processes
  • Experience utilizing Service Management tools preferably ServiceNow
  • Demonstrated expertise of ITIL processes and principals.
  • Experience creating and documenting IT processes.
  • ITIL V3 EXPERT certification.



Additional Technical Skill

  • Oversee, facilitate and administer ITIL based service support in the coordination of IT operations.
  • Drive root-cause discussion between IT operations, Security operations, application development, architecture, and other IT teams that are part of the Incident Management and Problem Management process.
  • Operate with a strong sense of urgency ensuring that the Problem & Event Management functions and processes add value to both the IT organization and to the users/customers who are receiving IT services.
  • Ensure all problems have an owner and appropriate follow-up actions are addressed in a timely manner.
  • Review problem trends, driving closure of problem tasks and creating improvement plans.
  • Proactively identifying problems, analyzing event data and recommending Service Improvement plans
  • Ensuring Service Management service levels are met
  • Conducts CMDB system audits/certifications to ensure data integrity
  • Assist in defining and registering Configuration Items (CI’s); the appropriate level of attributes and relationships required to support IT Service Management.
  • Developing, refining, and documenting Problem & Event Management operation's policies, processes, and procedures
  • Must possess and maintain up-to-date knowledge of current and emerging process areas consistent with the ITIL® V3 Process Model.



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