Define monitoring and measurement parameters for the process in- line with defined deliverable and signed- off SLA Train team members on changed processes / procedures\ Give feedback on the basis of performance against benchmark Incident Management (IM) Identify process deficiency & drive process efficiency Plan and build organization / team Achieve improved availability through improved service restoration methods Problem Management Drive Problem Management process steps to achieve desired results Identify training needs Analyze cause and effect at process level Change Management (CM) Present and review change plans to identify anomalies Analyze change records / process and establish trends and problems Implement change process through training / coaching Configuration Management Audit CMDB ( configuration management database) for correctness and completeness of Cis (Configuration Information) Achieve no surprise elements due to out of date CMDB Analyze process for deficiency & run training campaign Audit and review process to strengthen the CMDB process management Release Management (RM) Analyze the Releases from quality, timelines perspective Supply inputs to Incident and Problem management teams Implement process in its lifecycle Monitor for strict adherence Decide on Release in full / partial / delta as the case may be Availability Management (AM) Implement Availability requirements Monitor and control process adherence Monitor performance degradation due to Service interruption / down time Analyze performance of AM process Implementation of Availability Management process on basis of: Business Plans , Customer SLA's , Risk identification mechanism , Compliance management Ensure proper training of resources on defined Processes, metrics and audits Process performance monitoring to identify actual and potential failure modes and take necessary actions to improve performance either at people or at process levels Financial Management (FM) Allocate costs as per catalogue for services obtained Monitor correctness of process & perform failure mode analysis of process FM process implementation and accounting process Capacity Management (CM) Delegate responsibility for performance and capacity monitoring and alerting tasks\ Report provision and advice to other areas of IT and the business. ITSCM (Information Technology Service Continuity Management) Decide on Initiating BCM Define policies & process authority SLA management Create & update service catalogue Update and run service improvement program IT Security Management Define and manage IT Security policy & assign responsibilities for sub processes Vendor Management (VM) Define VM in RFP, selection, compliance criteria on various requirements Co- ordinate with internal and external functions related to VM Process(e.g. Customer, CM, PM etc.) and ensure that required support is available for effective and efficient IM Process Business Relationship Management Drive service improvement programs aiming at increasing C- SAT Communicate and convince to the customer on the achievements of SIP for increasing C- SAT KPIs Customer Experience Measure: CSAT: = 1 formal client appreciation per quarter At least 3 Technology proposition for improvement / best practice per quarter Value: Contribute to at least 1 project/ initiative which can be classified as Value for customer Issue/ Escalation: Zero escalations related to Technology deliverables Zero escalations with respect to technology skillset with in team Operations & Compliance: Program KPI and key G&Os: Achievement of SLAs / KPIs as per program goals & objective - All green status Productivity & Service Excellence: At least 1 structured automation initiative for process improvement per quarter - Suggested and documented for outcome / benefits Contribute 3 technology specific new KB article every quarter 3 Technology SIP per quarter Drive 1 technology best practice implementation per quarter 100% compliance to service & security management processes defined. Zero NC identified on deliverables during process and transactional audits. 100% adherence & implementation to QMS processes defined by organization in accounts. Process & Contractual Compliance 100% Compliance to Contract Compliance Employee Lifecycle Process Compliance Access, OJT, Induction, Forward Planning, Feedback Knowledge Management Program Specific Compliance Information Security Policy, Procedure & Practices Integrity & Compliance:100% execution of all tasks as per the customer & compliance requirements Talent Management: Retention Measure: Achievement of retention goals of 80% annualized - Succession planning across the function/ team to reduce single point failure and dependency Team Mobility & Development Skill Index evaluation of all employees half yearly Development of 10% of Sr. Admin as TS At least 1 Structured Training Session for the team every quarter Have a formal documented Individual Development Plan (IDP) for every team member highlighting the development needs pertaining to training & development and track it to closure. Contribute towards achieving or sustaining the organization wide MiVoice score at 70. Self Development To identify and plan for certification Management (at least 1 technology certification) and development in Presentation Skills, Situation Management, Mentoring, Analytical thinking, Customer Centricity & drive towards innovation & excellence. Source of measurement will be Training / Certification record with Learning & Development team Acquire 1 additional technology skillset in a year Acquire knowledge on 1emerging technology in a year & ensure knowledge is disseminated to team members. Technical Skills IT Infrastructure Management (F) Incident Management (F) Problem Management (A) IT Change Management (A) Configuration Management (A) Release Management (F) Availability management (F) Financial Management (A) IT Capacity Planning (A) IT Service Continuity Management (ITSCM) (F) Service Level Management (F) IT Security Management (F) Vendor Management (F) Business Relationship Management (F) Behavioral Skills Email Communication, Presentation, Public Speaking (P) Strategic Thinking, Transactions Processing, Planning (P) Analytical Thinking, Scientific Temperament (A) Interpersonal Skills (P) , Nurturing Relationships (A) Customer Service Orientation, Business Appreciation (A) Proficiency Legend: (A) - Aware; (F) - Familiar; (P) - Proficient; (E) - Expert.