Description
Flex is the diversified manufacturing partner of choice that helps market-leading brands design, build and deliver innovative products that improve the world.We believe in the power of diversity and inclusion and cultivate a workplace culture of belonging that views uniqueness as a competitive edge and builds a community that enables our people to push the limits of innovation to make great products that create value and improve people's lives.A career at Flex offers the opportunity to make a difference and invest in your growth in a respectful, inclusive, and collaborative environment. If you are excited about a role but don't meet every bullet point, we encourage you to apply and join us to create the extraordinary. Job Description
To support our extraordinary teams who build great products and contribute to our growth, we're looking to add a Consultant, Service Governance in Coimbatore, India.
Flex is looking for a people-focused and service-oriented Incident manager to provide technical and business guidance to Flex internal IT service owners and external IT partners.
The role will focus on managing the ITSM functions, Major Incident Management, Problem Management, change management function with a goal of creating a cycle of continuous improvement in the way we operate technology at Flex. The role will also oversee and influence the service management tools at Flex, such as ServiceNow.
Reporting to the Manager, and the role involves
What a typical day looks like:
- Day-to-day responsibilities involves:
- P1 Incident Management: Manage Services Outages for Flex.
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
- Responsible for communicating with the Incident Process Owner
- Point of contact for all Major Incidents
- Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
- Represent the first stage of escalation for Incidents
- Monitor the incidents to ensure that the Service Level Agreement are respected
- Identify, initiate, schedule, and conduct incident reviews
- Ensure the closure of all resolved and end-user confirmed Incident records
- Prepare and publish 8D reports.
- Build close relationships with Flex IT Service Owners and business/operations to ensure positive user experience in the consumption of all IT services
- Liaise with internal and external IT partner to ensure that gaps in the customer experience –irrespective of where they occur in the journey – are plugged
- Drive and promote customer self-service and automation of routine service requests
- Customer Satisfaction: Ensure a high level of customer satisfaction by addressing customer feedback, managing escalations, and implementing improvements based on customer needs.
- Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams
- Conduct service performance review with IT service owners to maintain service excellence culture
- Regular communication with internal stakeholder such service owners and senior IT leader to identify gaps and opportunities
The experience we're looking to add to our team:
- Any Bachelor's / Master's Degree with 5+yrs of experience in IT.
- Minimum 3 to 4 Yrs of experience in IT Infrastructure and support roles.
- Knowledge of IT Infrastructure and Applications
- Ability to give instructions to a non-technical audience
- Excellent relationship, negotiation, stakeholder management and facilitation skills
- Leadership skills, ability to motivate people
- Self-motivated, organized, and able to meet deadlines
- Customer-service oriented with a problem-solving attitude
- Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes
- Experience with ServiceNow
- Energetic, innovative, and forward thinking
- Excellent verbal and written communication
- Rotational Shifts: 7am-4pm & 11am-
What you'll receive for the great work you provide: (Do not make any changes)
- Health Insurance
- PTO
NK99
Job Category ITFlex pays for all costs associated with the application, interview or offer process, a candidate will not be asked for any payment related to these costs.Flex does not accept unsolicited resumes from headhunters, recruitment agencies or fee based recruitment services. Flex is an Equal Opportunity Employer and employment selection decisions are based on merit, qualifications, and abilities. Flex does not discriminate in employment opportunities or practices based on: age, race, religion, color, sex, national origin, marital status, sexual orientation, gender identity, veteran status, disability, pregnancy status or any other status protected by law. Flex provides reasonable accommodation so that qualified applicants with a disability may participate in the selection process. Please advise us of any accommodations you request to express interest in a position by e-mailing: accessibility@flex.com. Please state your request for assistance in your message. Only reasonable accommodation requests related to applying for a specific position within Flex will be reviewed at the e-mail address. Flex will contact you if it is determined that your background is a match to the required skills required for this position. Thank you for considering a career with Flex.
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