In the role as a webMethods Service Manager, the candidate should be able to support - Service management - Managing the entire team of webMethods - Single point of contact for webMethods for FTS - Manage the utilization - Communicating with BPMs and regular status updates - Track service requests and tickets - Plan change requests - Manage teams/individuals aspirations - Enforce Process adherence - Conflict handling - Risk mitigation - Problem management - Management reporting
REPONSIBILITY - Ticket tracking and process adherence - SLA Compliance - Effective utilization - CR Scheduling - Ensuring CR process adherence - Bi-weekly reports - Weekly meetings with Client - Facilitate knowledge sharing - Ensure knowledge documentation - Leave, shift and on-call planning - Team meetings - Reward and recognition - Ensure regular monitoring - Escalation handling and tracking - De-escalation - Monthly CR reporting - Managing on-call and shift allowances - Service Improvement Plan and execution - Root cause analysis - Weekly meeting with team leads - Enhancement effort tracking and reporting - Customer relationship - Profitability - Quality of deliverables - Seamless service - Regular feedback to team - Annual assessment and appraisal
CAPABILITIES - Project management /Service Management - People management - Excellent written and spoken communication skills - Strong understanding of Support lifecycle - Excellent presentation skills - Documentation - Good interviewing skills - Conflict resolution - Good communication Skills - Meeting etiquettes and e-mail etiquettes - Employee Engagement and Team building - Good Negotiation skills
CERTIFICATION Good to have - PMP/PRINCE 2 ITIL certification.
EXPERIENCE Required Project Management/Service Management Managing team of at least 20 members Familiarity with the following items
ADDITIONAL KNOWLEDGE OR PRODUCT SKILLS (depending on position) webMethods SAP Ticketing tools