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Skills and Experience+ years of leadership experience
7 in Service Delivery or customer support environment. (Working experience with applications in a production support environment using technologies such as .Net, Pega, OpenText, Mainframe, JCL, DB2, Tibco, IBM, ServiceNow, Azure DevOps)
ITIL v3 certified to Intermediate level or working towards certification.
Deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
Strong interpersonal and communication skills to build and maintain relationships with clients. They should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
Should have a mindset of continuous improvement. They should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.
Clear, concise, and persuasive communication skills are essential for effective team and client interactions.
Responsibilities
Manage level 1.5, Level 2 and Level 3 support engineers by providing daily task assignment, prioritization, and direction
End to end ownership of assigned incidents, problem tickets, service requests (manage to resolution)
Application troubleshooting
Managing ServiceNow tickets
Provide root cause analysis of incidents.
Develop knowledge base articles for use within the support organization
Document known issues, potential workarounds, mitigation steps, and improvements
Collaborate with support teams to ensure efficient incident management
Adhere to established SLAs for incident response and resolution.
Transform data into insights for informed decisionmaking.
Prioritize client needs in strategies and decisions.
Strong project management skills to handle multiple tasks and meet tight timelines.
Motivate and mentor teams, and foster a culture of improvement and accountability.
Mentor and coach team members to help ensure continued development of skills and capabilities.
Key job details
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 36,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview. All candidates must be authorized to work in the USA.
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