Job Description

Location: Gurugram

Rate :

• 130K/M

Below is the summarized JD and this is L2 (B3 band).

exp :

• 8+ years

1.High-Severity Incident Managemen t: Lead the response to high-impact incidents, ensuring rapid resolution and clear communication during business-critical outages.
2. Incident Coordination: Manage recovery efforts across diverse technical teams to ensure efficient and effective service restoration.
3.Post-Incident Review (PIR): Facilitate PIR sessions, document findings, and implement preventive measures based on lessons learned.
4. Problem-Solving & Root Cause Analysis: Apply advanced techniques such as Pareto analysis, the 5 Whys, and Fishbone (Ishikawa) diagrams to identify and resolve underlying issues.
5. Trend Analysis: Evaluate incident patterns to identify recurring problems and drive proactive reduction in ticket volume.
6. Process Improvement: Identify and execute opportunities to optimize existing IT processes and enhance overall system stability.

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Job Description:

We are seeking a knowledgeable IT Governance Manager with 10 plus years of experience to oversee and regulate our organization’s use of IT resources.

The IT Governance Manager will design and implement strategies and processes to ensure that IT projects align with our corporate objectives and meet quality standards.

The ideal candidate is well-versed in IT governance frameworks, has an understanding of risk management and control, and has proven experience in developing policies and procedures that increase productivity and reduce risk.

Responsibilities:

• Develop and implement IT governance framework in line with organizational objectives

• Ensure IT projects are carried out in accordance with set standards, procedures, and guidelines

• Manage and coordinate IT governance activities and initiatives

• Monitor and evaluate IT performance to ensure process improvements

• Conduct risk assessments and implement risk management plans

• Liaise with stakeholders to make decisions for operational governance and strategic planning

• Ensure IT governance principles align with company policies and regulations

• Provide guidance and leadership to IT team members

• Identify and manage resources needed for the planning, development and delivery of specified information and communications systems services

• Monitor compliance with IT governance standards and regulations.

• Facilitate risk assessments and ensure appropriate risk management practices are in place.

• Collaborate with IT and business units to align IT initiatives with organizational goals.

Qualifications:

• Proven experience as an IT Governance Manager or similar role

• Proficiency in IT governance frameworks and risk management

• Excellent understanding of IT infrastructure and operations

• Strong analytical and problem-solving abilities

• Excellent organizational and leadership skills

• Outstanding communication skills and the ability to present complex information to non-technical staff

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**Handle technical escalations through effective diagnosis and troubleshooting of client queries**

	- Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements

	- If unable to resolve the issues, timely escalate the issues to TA & SES

	- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

	- Troubleshoot all client queries in a user-friendly, courteous and professional manner

	- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business

	- Organize ideas and effectively communicate oral messages appropriate to listeners and situations

	Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s

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**Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client**

	- Mentor and guide Production Specialists on improving technical knowledge

	- Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist

	- Develop and conduct trainings (Triages) within products for production specialist as per target

	- Inform client about the triages being conducted

	- Undertake product trainings to stay current with product features, changes and updates

	- Enroll in product specific and any other trainings per client requirements/recommendations

	- Identify and document most common problems and recommend appropriate resolutions to the team

	- Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver

		No
		Performance Parameter
		Measure

		1
		Process
		No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT

		2
		Team Management
		Productivity, efficiency, absenteeism

		3
		Capability development
		Triages completed, Technical Test performance