A
Aforeserve
Project Manager
Skills
SAP ERPITIL
2 months ago
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Important information
Contract type:
Permanent
Salary:
₹1,000,000 – ₹1,100,000 / year
Location:
Noida, Uttar Pradesh, India
Work mode:
Onsite
Published on:
18 August 2026
What they need
- Review service performance with service desk and site support engineers on weekly basis and provide service improvement program to Customer.
- Act as SPOC for Customer IT management for all service-related issue.
- Make sure VVIP, VIP and Major Incidents are being handled for timely closer with proper update and Communication.
- Lead and Drive all Major Incidents till closure, along with Customer IT Infra and Application team
- To organize resources required to provide services as per the SLA of this agreement.
- Lead Automation initiatives to reduce the repetitive calls and enable self-service.
- Ensure all services are driven by ITIL process
- Interlock with Location IT owner from Customer End, Branch commercial Head and IT managers of Plants, for health of smooth operations Delivery at these locations.
- Ensure preparation of process document and thereafter implementation of these processes for all services covered in the agreement.
- Identify training needs for the Desktop and Helpdesk team and ensure that trainings are carried out to meet the quality service requirement of Customer.
- To manage the service delivery team, consisting of help desk/ engineers/ senior engineers across the country to ensure uptime & availability commitment.
- Weekly review with Customer IT team
- 12 Monthly review with Customer IT Management team along with management.
- Quarterly review with governance team at both Customer and PARTNER management.
- Drive continuous service improvements, service desk efficiency and automate services as much as possible
- Prepare monthly and quarterly MIS report that covers program status, services availability, SLAs, Improvements, Issues etc.
- Implement ITSM best practices.
- Ensure team is motivated and working in accordance with Customer policies and procedures.
- Regular touch with business for improvement / enhancement in services from infra to SAP to non-SAP.
- Timely availability of resources in case someone goes absent / abnormal scenario.
- Besides planned activities should be able to manage unplanned activities.
- To build / train team in such a manner that second-in-line is always available at key positions.
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