Digital Service Delivery Specialist IT Business Unit Analyst

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Digital Service Delivery Specialist IT Business Unit Analyst-19020665

Job Description


Service Delivery and Readiness analyst for NA Digital platforms. This is a dynamic leadership role responsible for end to end Service Delivery objectives for the North America internet, mobile, and wallet application services. In addition to supporting day to day activities reactive relative to incident, problem, and change management this individual leads proactive initiatives to improve service performance ensuring risks in the production environments are mitigated with a special focus on operational readiness in an agile environment.


This individual is responsible for participating in multiple cross-functional scrum teams in support of upcoming implementations with a focus on build-to-run, ensuring that required production deliverables are met and knowledge transfer occurs to team members in the production support organization. Responsible for producing documentation associated with upcoming implementations that may impact supported platforms in production. Ideal candidates will have a strong technical skillset but also a strong communication and leadership capability. Position will include off-hours support and on call responsibilities.


Responsibilities – Service Delivery Management

  • Manages the get healthy opportunities identified through Problem Management
  • Execution the service management framework Partnering with the Service Provider to assess, score, and report service risk profiles and to design and execute service improvement programs in conjunction with L3
  • Support timely and accurate communications and reporting to stakeholders regarding service health initiatives
  • Manage shift left opportunities within the area empowering the L1 team to support additional tasks
  • Interaction role to the L1 Service Delivery team moving from Incident to Problem Management



Qualifications and Experience:

  • 5+ years of experience and an understanding of the IT environment to include applications, associated infrastructure (network, servers, Data Centers, etc.)
  • 3+ years of experience required in microservices , APIs and middleware development and support using cloud platforms- Pivotal Cloud foundry, Gemfire, API’s
  • Experience required in Web-enabled application development, Spring boot, Linux/Unix Navigation and Administration, Java script, Java, HTML, CSSXML
  • Knowledge of service management and service performance tools - including ticket, change, and incident management
  • Successful experience managing service performance of production environments with a focus on meeting/exceeding established Service Level Objectives
  • Experience in monitoring products like Splunk, Wily and App Dynamics is required
  • Middleware experience in Tibco, Solace messaging is preferred
  • Strong analytical skills in support of production issue resolution and root cause identification
  • Strong organizational skills to manage a variety of work areas and cross team engagements
  • Strong communication and presentation skills with the ability to communication complex topics to a diverse audience

Technical Skills Set (MUST):


Core Competencies/ Skills:

  • Ability to work under pressure, self-reliant, reliable, well-organized and able to keep a number of activities in progress in parallel, balancing priorities as necessary
  • Positive ‘can-do’ attitude
  • Self-starter, takes ownership and accountability for assigned work
  • Focused and determined in getting the job done right
  • Strong analytical skills, ability to logically break down tasks into smaller manageable parts
  • Ability to identify and manage key risks and issues
  • Ability to identify, challenge and improve inefficiencies
  • Strong interpersonal skills, within the team, and interacting with multiple levels of management across GCG and CTI organizations
  • Flexible, proactive, and self-motivated with a proven ability to drive Improvement efforts



13 October 2019
Location: India Tamil Nadu Chennai
Work type:
Full time
Banking and Financial Services
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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