Job Description

Act as the primary point of contact for all major incidents. Utilize thorough evaluation of impact, urgency, and severity to prioritize incidents effectively.
Facilitate incident management bridge calls involving support teams, on-call application teams, and if required leadership teams.
Proficiency in managing diverse monitoring platforms such as ServiceNow and PagerDuty.
Define and refine the Service Scope based on the Lemongrass Service Catalogue.
Achieve established SLAs and KPIs while generating comprehensive Process Performance Reports.
Develop comprehensive Service Delivery reports with a keen eye on what it is that makes this service special for the customer.
Work with business relationship management to determine business impacts, conflicts and risk associated with process.
Continually improving the Incident/Problem/Change management process and its execution across the Group
Maintaining the SOP and the Knowledge Articles in Jira.
Monitor and record incident progress in real-time.
Measure Incidents on a weekly basis and work on the scope of improvement areas.
Review and identify Root Cause for all escalated service requests and use this information to improve continuously within service delivery teams.
Following the closure of a major incident, generate the Major Incident Report (MIR). Initiate the Root Cause Analysis (RCA) to comprehend the incident's underlying cause and devise preventive measures for future occurrences.

Responsibilities Duties:

Service Take-On
Service Stabilization or Hyper Care
Operational Service Management
Customer Relationship Management
Contract Management
AWS Cost Management
Service Level Management
Service Escalation Management
Service Automation
Service Improvement
DevOps Deployment
Define and refine the Service Scope based on the Lemongrass Service Catalogue.
Run process design workshops with customers, capturing core processes in Swimlane Diagrams with focus on the interaction between Customer and Lemongrass processes.
Ensure service desk integration between the customer and Lemongrass service desks is designed, implemented, and tested; normally an email workflow-based process would be used.
Design and work with the team to implement the Lemongrass and AWS Service Management Tools.
Develop and manage the execution of meaningful Operational Readiness Tests.
Develop comprehensive Service Delivery reports with a keen eye on what it is that makes this service special for the customer.

Key Skills:

You are innovative – You are happy to challenge established patterns in the industry if they do not make sense to customers; you are able to put yourself in the shoes of your customers and observe what we do from their perspective; you keep abreast of developments and know when to introduce them to your customers.
Command authority naturally - You don’t need borrowed power to enlist the help of others – you just know how to do it - you are optimistic and are viewed in a favorable light and are valued by the organizations you work for.
Possess quick sifting abilities, knowing what to note and what to ignore - The latter is more important since there’s almost always too much data, and rarely too little; ignoring the right things is better than trying to master extraneous data.
Set, observe, and re-evaluate priorities frequently - You focus and prioritize by ranking what is on your plate constantly and by handling fewer actions, emails, attending fewer meetings, and generally limiting their data input.
Ask good questions and listen to stakeholders - Great project managers don’t just go through the motions; they care about communication and the opinions of the parties involved and they are sufficiently self-aware to know how their communication is received by those stakeholders.

Experiance Qualifications:

Do not use information as a weapon or a means of control - You communicate clearly, completely, and concisely, all the while giving others real information without fear of what they’ll do with it.
Possess domain expertise in (agile) project and service management – You will end up not just having generic management skills; you will also have a deep familiarity with the multiple fields that Lemongrass operates in, the tools we operate and the approaches we deploy that gives you a natural authority and solid strategic insight.
Exercise independent and fair consensus-building skills when conflict arises - But you embrace only as much conflict as is necessary, neither avoiding nor seeking grounds for control of a particular project segment.
Cultivate and rely on extensive informal networks inside and outside Lemongrass to solve problems that arise - You identify any critical issues that threaten projects and handle them resolutely (vs. ignoring them);
Look forward to going to work – You believe that service delivery management is an exciting challenge that’s critical to our success: you view service delivery management as a career and not a job, and you treat it so by seeking areas for change, improvement and additional training and education.
The selected applicant will be subject to a background investigation, which will be conducted and the results of which will be used in compliance with applicable law.

Benefits:

Training, health, insurance, commuting support, lunch service etc.