OpenShift IT service owner

Role Description :

The role is part of Virtualization Engineering Team within Distributed Compute in CTO

Enterprise services.

The IT service owner is responsible for managing and overseeing the delivery of IT

services to ensure they meet the needs of the organization and its customers. This role

involves collaborating with various stakeholders, managing service performance, and

driving continuous improvement initiatives.

In this role, you will:

• Service Lifecycle Management: Oversee the design, implementation,

operation, and improvement of IT services.

• Stakeholder Collaboration: Engage with business and technical stakeholders to

ensure service alignment with organizational needs.

• Service Strategy: Develop and implement service strategies, places, and

processes to improve service delivery and customer satisfaction

• Performance Monitoring: Monitor service performance using key matrices and

KPIs and implement corrective actions as needed to maintain service quality.

• Capacity Management: Effectively manage service capacity to ensure seamless

operations and avoid disruptions due to capacity constraints. Ensure sufficient

capacity is available to meet current and future demands.

• Continuous Improvement: Drive continuous improvement initiatives to enhance

service efficiency, reliability and customer satisfaction.

• Incident and Problem Management: Manage and coordinate incident and

problem resolution processes, ensuring timely and effective resolution of service

issues.

INTERNAL

• Change Management: oversee change management activities related to IT

services, ensuring the minimal disruption to business operations.

• Service Reporting: produce regular service performance reports and

communicate findings to stakeholders.

• Budget Management: Managed service budgets ensuring cost effective delivery

of services.

• Compliance and Risk Management: Ensure IT services comply with relevant

regulations, policies and standards and manage associated risks.

To be successful in this role, you should meet the following requirements:

• 8+ Years of total IT experience with 5+ years of relevant IT Service Management

experience

• Diploma/B.E/B.Tech/M.Tech/M.Sc in Computer Science/IT preferred (or any

engineering field considered) or equivalent

• ITIL, PMP, or other relevant certifications are highly desirable.
• Strong understanding of IT service management frameworks and best practices
• Excellent communication and interpersonal skills
• Ability to collaborate effectively with cross functional teams and stakeholders
• Strong analytical and problem solving skills
• Experience in managing service performance matrices and KPIs
• Knowledge of incident problem and change management processes
• Budget management and financial acumen
• Knowledge of distributed compute systems especially virtualization platform is

preferred