What are the responsibilities and job description for the CONSULTANT position at HCL Technologies?
1.2.1 Role - The SIAM Service Endurance Manager
Accountable improving Service Reliability and Service Availability. This role is responsible for tactical governance, ensuring process compliance and driving continual improvement initiates across service providers . Should have a strong understanding of Incident, Problem, Event and Availability Management Process.
Key Responsibilities:
Must understand the overall setup of IT Services and roles played by various Service Providers, including critical services and interdependencies
Drive Process Forums to identify and orchestrate opportunities to improve Service Reliability
Define and govern Event monitoring policies and framework to improve Service Availability
Monitor Operational challenges and launch and actively drive service improvements to mitigate them
Identify automation and orchestration opportunities to achieve better outcomes, and map them to customer s strategic objectives
Be aware of organization s long-term strategy and create aligning business plans based on research and explore opportunities to uplift existing tools capability, utilize them to true potential
Create and drive training approach across suppliers for improving adherence, adaption
Act as interface for SI process owners and to represent the action plan for improvements
Ensure process revisions happen on time and process documents are kept up-to-date.
Identify improvement opportunities in performance reporting.
Track and report value generated by suppliers against contractual deliverables
Understand the SIAM Architecture and responsible to ensure regular maintenance, management, and enhancements to same for IM, PM, Event, Availability
Establish and maintain strong, productive, and collaborative relationships with the Service Providers.
Understand business drivers, customer strategy and act as a face of the customer to the Service Providers.
Identify potential risks proactively and highlight with Customer & Service Providers for timely mitigation.
Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements.
Analyse the process setup data for the currency, completeness and accuracy. Should understand Requirement gathering, preparing Functional requirement specifications (FRS), develop Test cases and drive testing for the mentioned processes.
Must understand the Supplier SOWs and ensure suppliers are delivering work as agreed in SOW.
Establish and maintain strong, productive, and collaborative relationships with the Service Providers, and Identify/lead initiative programs to increase awareness and collaboration.
Identify potential risks proactively and highlight with Customer and Service Providers for timely mitigation.
Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements.
Regular review of CSAT, SLAs, OLAs and underpinning contracts.
Ensure regular monitoring of SLAs and intervention if SLAs are endangered.
Convenes the board with representatives of relevant processes, services, operations management, and the customer.
Ensure Process Compliance, Adherence and Maintenance of Service Management Process and Tools.
Govern the Continual Service Improvement in conjunction with customers' strategy and drive it across Service Providers.
Leads the SIAM Respective Process Tower and drives its efficiency and effectiveness.
Mentors SIAM team, defines and coordinates day-to-day responsibilities of service management staff (if also responsible for Operational Integration Team)
Provides subject matter expertise and l
Accountable improving Service Reliability and Service Availability. This role is responsible for tactical governance, ensuring process compliance and driving continual improvement initiates across service providers . Should have a strong understanding of Incident, Problem, Event and Availability Management Process.
Key Responsibilities:
Must understand the overall setup of IT Services and roles played by various Service Providers, including critical services and interdependencies
Drive Process Forums to identify and orchestrate opportunities to improve Service Reliability
Define and govern Event monitoring policies and framework to improve Service Availability
Monitor Operational challenges and launch and actively drive service improvements to mitigate them
Identify automation and orchestration opportunities to achieve better outcomes, and map them to customer s strategic objectives
Be aware of organization s long-term strategy and create aligning business plans based on research and explore opportunities to uplift existing tools capability, utilize them to true potential
Create and drive training approach across suppliers for improving adherence, adaption
Act as interface for SI process owners and to represent the action plan for improvements
Ensure process revisions happen on time and process documents are kept up-to-date.
Identify improvement opportunities in performance reporting.
Track and report value generated by suppliers against contractual deliverables
Understand the SIAM Architecture and responsible to ensure regular maintenance, management, and enhancements to same for IM, PM, Event, Availability
Establish and maintain strong, productive, and collaborative relationships with the Service Providers.
Understand business drivers, customer strategy and act as a face of the customer to the Service Providers.
Identify potential risks proactively and highlight with Customer & Service Providers for timely mitigation.
Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements.
Analyse the process setup data for the currency, completeness and accuracy. Should understand Requirement gathering, preparing Functional requirement specifications (FRS), develop Test cases and drive testing for the mentioned processes.
Must understand the Supplier SOWs and ensure suppliers are delivering work as agreed in SOW.
Establish and maintain strong, productive, and collaborative relationships with the Service Providers, and Identify/lead initiative programs to increase awareness and collaboration.
Identify potential risks proactively and highlight with Customer and Service Providers for timely mitigation.
Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements.
Regular review of CSAT, SLAs, OLAs and underpinning contracts.
Ensure regular monitoring of SLAs and intervention if SLAs are endangered.
Convenes the board with representatives of relevant processes, services, operations management, and the customer.
Ensure Process Compliance, Adherence and Maintenance of Service Management Process and Tools.
Govern the Continual Service Improvement in conjunction with customers' strategy and drive it across Service Providers.
Leads the SIAM Respective Process Tower and drives its efficiency and effectiveness.
Mentors SIAM team, defines and coordinates day-to-day responsibilities of service management staff (if also responsible for Operational Integration Team)
Provides subject matter expertise and l
