Job Description

• Account Name
• KLA

Wo value -200k

• Location
• Either
• RMZ MILLENIA BUSINESS PARK-II, Kodandarama Nagar, Perungudi, Chennai,

        Or

• DLF Downtown DT, 1, Jawaharlal Nehru Salai, next to American International School, Tharamani, Chennai,

• Number of days - 5days

• Work from office

JD for Service Now-:

• Minimum 4-5 years of relevant experience in Service Now as a Developer

• Strong working knowledge of Service Now ITSM modules

• Strong working knowledge of Service Now CMDB

• Experience working in an enterprise organization within the same industry and of similar scale

• Nuvolo module exposure is an added advantage and must

Minimum 4-5 years of hands-on Service Now development experience
Experience supporting enterprise-scale Service Now implementations
Hands-on exposure to ITSM process configuration and CMDB administration in production environments

Key Responsibilities

• Perform Service Now development activities aligned to L2 & L3 delivery expectations

• Configure, customize, and enhance Service Now ITSM modules

• Develop and maintain Service Now CMDB configurations

• Apply enterprise experience to support large-scale, complex Service Now environments

• Utilize Nuvolo modules where applicable as part of the Service Now ecosystem

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Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup)

	- Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution

	- Conduct technology capacity planning by reviewing the current and future requirements

	- Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable

	- Strategize & implement disaster recovery plans and create and implement backup and recovery plans

**Manage the day-to-day operations of the tower**

	-  Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues.

	- Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower

	- Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges

	- Develop shift roster for the team to ensure no disruption in the tower

	- Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.

	- Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps

	- Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness

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Team Management Resourcing

	- Forecast talent requirements as per the current and future business needs

	- Hire adequate and right resources for the team

	- Train direct reportees to make right recruitment and selection decisions

**Talent Management**

	- Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness

	- Build an internal talent pool of Hi Pos and ensure their career progression within the organization

	- Promote diversity in leadership positions

**Performance Management**

	- Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.

	- Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below

**Employee Satisfaction and Engagement**

	- Lead and drive engagement initiatives for the team

	- Track team satisfaction scores and identify initiatives to build engagement within the team

	- Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team

	- Exercise employee recognition and appreciation

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Deliver

		No
		Performance Parameter
		Measure

		1
		Operations of the tower
		SLA adherence

		Knowledge management

		CSAT/ Customer Experience

		Identification of risk issues and mitigation plans

		Knowledge management

		2
		New projects
		Timely delivery

		Avoid unauthorised changes

		No formal escalations

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