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IT Operations and Services Management (M/F)

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Contenu de l'offre IT Operations and Services Management (M/F) chez Wipro


IT Operations and Services Management (M/F)


Wipro Ltd, with 75 years of expertise, delivers Global Information Technology, Consulting and Business Process Services, in Cognitive Computing, Hyper-automation, Robotics, Cloud, Analytics and Emerging Technologies for international leading organization across the World in diverse domains such as Aerospace and Defense, Capital Markets, Banking, Retails, Utilities, Platform and Software Products, Healthcare, Insurance, Oil and Gaz and many others.


Alongside large international partners we thrill to overcome and empower our clients success. With over 200,000 dedicated employees serving clients across six continents, our values are: be passionate about client’s success, treat every person with respect, be global and responsible, unyielding integrity in everything we do.


We are actively looking for an IT Operations & Services Manager in Clermont-Ferrand.


MAIN ACTIVITIES


As an IT Operations & Services Manager, you maintain a complete and transverse view of the infrastructure and IS/IT business solutions (BSS) eco-systems, for a defined perimeter.


You work as part of the team which is the privileged point of contact within Infrastructure from the build to the run of IS/IT solutions. You will ensure continuity between infrastructure teams and IS/IT solutions build and support teams. As such, you will cooperate with all IS entities as well as with all infrastructure service providers.


This mission can include a defined number of on-call duty on an annual schedule.


Key achievements expected:



Ensure all Infrastructure needs are taken into account at the right time (expertise, environments…), ensure that projects are managed according to the customer approved processes
Control that the services are delivered at the expected level, if not assess the situation and build the appropriate action plan to solve the issue
Escalate unresolved incidents in a timely manner. Help BSS to resolve non prod and prod incidents involving multi suppliers by initializing and leading meeting and taskforce with appropriate people when needed.
Ensure the synchronization of several teams during major incidents or crisis between the different IS entities.
Keep a general knowledge of main applications and projects planned within the application portfolio as well as the main infrastructure solutions (ambassador of Infra among BSS teams, and vice versa)
Ensure and challenge the operational implementation and monitoring (backlog, escalation, …) of Incident, Problem, Change, Service request and Service Deployment processes, provide appropriate coaching if required
Implement and improve provisioning and decommissioning processes. Follow up infrastructure delivery to ensure it fits requirements.
Build and maintain the capacity planning for his/her domain
Participate in the continuous improvement of the build to run activities and act in a proactive way to avoid potential problems or to avoid re-occurrence of incidents
Must animate and/or participate to community of practices (PM, provisioning, team leader…)
Play the role of Major Incident Manager in delegation of the Production Control Manager during a defined number of on-call during the week and / or weekend based on an annual schedule
Participate to the BAU process management to ensure continuity with Pune team.

COMPETENCIES


General knowledge of the technical infrastructure: data center, network, workstations etc.


Experience in project and production activities, mastery of ITIL processes.


Practices of the agile method (scrum), and knowledge of Lean Management.


Having been a project manager in the field of development is a plus but it is not a prerequisite.


General skills: autonomy, pragmatism, rigor, customer orientation, collaborative spirit, communication.


Languages:


French / English


REQUIRED LEVEL


To qualify the senior / medium / junior level, the following criteria are considered:



Role known as PM IT or PM facilitator (support for the construction and deployment of a solution)
Role of Service Delivery & Production management or SDPM (guarantee of the aspects put into production and monitoring of the current progress of a solution)
Role of Process Manager (on CORE ITIL processes, incidents, changes, service requests, problems).
Autonomy (Expert / Autonomous / Coached)

IT Operations Management


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