ITIL JOB- Support Lead

Designation Support lead
Job Description Main Duties and Responsibilities

Application Support reporting to the Application Support Manager – take responsibility for:

Delivery of 2nd and 3rd Line Application Support services for application(s) under support

Maintain system availability and supplementary services within SLA

Ongoing liaison with component teams for ensuring service availability.

Ongoing liaison with BIMs to manage escalated incidents.

Maintain a proactive presence in providing help and guidance to Business operations


Delivery of 2nd and 3rd line Application Support services for applications under support.

Carry out Incident Management activities according to the process, procedures, and work instructions

Be a Single Point of Contact for the end-user community

Follow the Incident Management process, procedures, and work instructions

Incident registration, initial support & classification and update Incident records

Incident Resolution Coordination with 3rd parties – managing conf calls

Ensure root cause and fix for all problem records.

Identify opportunities for improvement within the system.

Obtain the technical and organizational knowledge required to perform these activities

Pro-actively keep informed of current and past Incidents, Problems and Known Errors (e.g. if there is a network outage, all Service Desk staff are to be aware)

If applicable, escalate to the Incident Management Process Manager

Maintain all formal controls, documents and records to auditable levels and in compliance with current AD Application Support operation procedures and documentation standards

Ensure key application functions and scheduled activities are completed in a timely manner and within SLA

As directed by Application Maintenance and Support manager, participate in project/change activities relating to the application(s) under support, including (but not restricted to):

System Testing (preparation and execution)

UAT (preparation and execution)

System / Business Analysis

Risk and Control Objective [This section is mandatory for all role profiles and must not be deleted]

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards.

Person Specifications:

Application Support Competencies

Good understanding of the Card Industry specifically commercial cards
Knowledge of Card issuing processes is preferred
Good knowledge of ITIL framework. ITIL certification preferred
Java Certification/Oracle Certifications preferred.

Core Technical Competencies

Java, J2EE
Unix & Shell Scripting

Barclays Competencies:

Drive for results
Planning and Organizing
Problem Solving /Decision Making
Quality – High Standards & Controls
Teambuilding / Team player
Technical Skills & Knowledge

Specific Knowledge, Expertise & Qualifications

Logical, analytical approach to problem solving
Effective team Leader and player
Flexible approach and ability to work under pressure
Consistent internal customer focus in a demanding environment
Sound time management and organizational skills
Good written and oral communications skills
Strong interpersonal and excellent communication skills
Effective man manager and team player with strong customer focus
Previous first or second line support experience

Desired Profile Please refer to the Job description above
Experience 3 – 8 Years
Industry Type Banking / Financial Services / Broking
Role Team Lead/Technical Lead
Functional Area IT Software – Application Programming, Maintenance
Education UG – B.Tech/B.E. – Any Specialization

PG – Any Postgraduate – Any Specialization, Post Graduation Not Required

Doctorate – Doctorate Not Required

Compensation:  Not disclosed
Location Pune
Keywords Java, J2Ee, SQL ,Oracle ,Unix Shell Scripting,, ITIL Framework Incident Management ,Application Support, Service Desk, Business Operations.
Contact Barclays Technology Centre India Private Limited



Program Manager – Operations, Systems Support Delivery, APAC and Japan

Job Description:

Preferred Qualifications

Job Summary:
Understands key project management components and takes ownership of an assigned project from initiation through delivery. Interfacing with internal and external customers, establishing a collaborative relationship with stake holders and project contributors. Drive and manage project plan to overcome road-blocks and ensure the successful completion of project.

Responsible for organizing all project activities including planning, reporting, interdepartmental meetings and communication ensuring project deliverables remain on schedule. Produces project updates and scheduled reports to project team and sponsors.

Role and Responsibilities:
1. Manages deliverables of assigned projects by invoking development plans/roadmaps, driving actions, reporting updates, communication changes and prioritization tasks.

2. Responsible for driving the project team to complete against targeted deliverables by providing vision, strategy and approach by setting priorities and removing potential escalations and overcoming roadblocks.

3. Create the right project approach having gained support from project sponsors and the mobilization of resources. Understand business and project risks, including development of contingency plans.

4. Delivers a communications plan involving periodic reports to direct management, impacted audiences and other wider general communications via written documentation, presentations, website tools, email, verbal mechanisms or face to face meetings.

5. Monitors project performance against established metrics and targets.

6. Ensures that project content is in full compliance with company policy and local government regulations.

7. Ensures customer facing project updates/content is accurate.

Salary: Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: IT Software – Systems, EDP, MIS
Role Category: Program Manager
Role: Program Manager
Keyskills: Operations ,Systems Support, Delivery ,Program Management ,systems support ,ITIL ,implementation.


Incident Manager

Job Description:

Incident Manager
1. Central Communication point for Major Incidents managed by their organization
2. Respond to user escalations and engage functional escalation and service delivery management as required
3. Responsible for escalating Incidents and User Service Requests within their organization
4. Engage CIM in case of conversion from Expedite Request to Escalation, or when a Major Incident is identified
5. Assist the queue managers with the correct rerouting of the misrouted tickets
6. Participate in incident management meetings
7. Identify process improvements
8. Provide incident report to problem management
9. Ready to work in shifts
10. Exp 5-6 yrs

Salary:  Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: IT Software – Application Programming, Maintenance
Role Category: Team Lead/Technical Lead
Role: Team Lead/Technical Lead
Keyskills: Problem Management ,Incident Management ,Service Delivery Management ,Change Management ,ITIL ,ITIL Certified.service_lifecycle

IT Service Desk Manager

Job Description:


Overall 8-10 years experience in similar domain (4-5years in Lead or 2-3 year in Manager Role) and 2 year Service Now Exposure
Technical Skills (Mandatory):
Microsoft Windows 7-8-10 / Server (2010-2012)
Service Now Exposure for
Service Module
Incident Management
Problem Management
Change Management
Service Now Scripting and Customization
Vendor Management
Active Directory / Group Policy
Desktop Hardware

Microsoft Group Policy
Microsoft System Center
Microsoft Office Suite
Virus Protection
Printer Management
Manage Engine HelpDesk
Technical Skills (Desirable):
Knowledge on Linux, VMs and Networking area
Knowledge of Servers, Networking (Active/Passive), Exchange, PGP, familiar with Remote Technical Support.

Salary: INR 5,00,000 – 15,00,000 P.A
Industry: IT-Software / Software Services
Functional Area: IT Software – Network Administration, Security
Role Category: Management Information Systems(MIS)-Manager
Role: Management Information Systems(MIS)-Manager
Keyskills: IT Service Desk ,Technical Support ,IT Help desk ,ITIL ,Networking ,Incident Management ,Customer Service Orientation ,Desktop Support ,Customer Support ,Project Management.


EMC Looking for Service Manager(itsm,itil and People Management)

Job Description:

Responsible for managing and coordinating Service Management Operations, Service Strategy and Service Transition teams.The SM- Manager is responsible for acting as the SPOC for domestic leadership team for all SM related activities.

Skills Required:

  • At least 12+ years of total IT experience with min 5+ years of people management experience
  • Excellent oral and written communication skills.
  • Must have strong problem solving skills and the ability to multitask.
  • Knowledge and experience in IT Service Lifecycle Management with relevant experience in IT Service Operations, Transition and Continuous Improvement.
  • Working knowledge of ITIL process including Incident, Problem and Change Management.
  • Must possess the coordination and interpersonal skills required to work across multiple service teams to communicate effectively to both internally and externally facing organizations.
  • Must be self-motivated, and have an ability to work well in a geographically dispersed, virtual team environment.
  • Accepts responsibility and exhibits a ‘take charge’ demeanor, be it in managing an incident or facilitating process improvement.
  • Demonstrated ability to communicate urgency and impact and to drive resolver teams to restore service as quickly as possible.
  • Diplomatic and customer service focused; ability to manage stakeholders in positive, poised and effective manner.
  • Proven ability to effectively communicate complex technical issues to non-technical people.
  • Solid reporting skills via various tools and applications.
  • Working knowledge across all infrastructure components.
  • ITIL Foundation Certified Mandatory
  • ITIL Intermediate Mandatory
  • ITIL Expert – Preferred
  • Relationship Management
  • Apply Industry Solutions
  • Apply Process Management
  • Apply Quality Concepts
  • Implement Reporting Cycles/Methods
  • Manage Crisis
  • Manage Systems Management Metrics

Salary: Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: IT Software – Application Programming, Maintenance
Role Category: Project Manager-IT/Software
Role: Project Manager-IT/Software
Keyskills:  ITIL Process ,Service Operations ,Process Management ,Customer Service ,Service Management ,Change Management ,Service Strategy ,People Management ,Operations Management ,Process Improvement ,ITIL ,ITSM ,it service management.


Process Engineer

Job Description:

  • Design of Process to implement New Technologies
  • Assessment of New Technologies & Trials
  • Yield Improvement through Manufacturing Excellence
  • Designing for improvement of Projects under ME

Salary: Not Disclosed by Recruiter
Industry: Pharma / Biotech / Clinical Research
Functional Area: Production, Manufacturing, Maintenance
Role Category: Design Engineer/Manager
Role: Design Engineer/Manager
Keyskills:  Process Engineering ,API  ,Manufacturing.


Assistant Manager / Manger – Quality Control

Job Description:

The Assistant Manager/ Manager – Quality Control is responsible for (i) Achieving the quality objectives of the organization across all the functions; (ii) Identifying, deploying and ensuring potential improvement opportunities for process enhancement; (iii) Designing and implementing effective functioning of Six Sigma and applicable Lean strategy and (iv) Demonstrating the practical applicability of Six Sigma to Legal Process Outsourcing by deriving results.

Job responsibilities:

Following are the job responsibilities:

A. Achieving the Quality Objectives

Work with the senior management to achieve the Quality objectives across the organization.

Improve/design the processes from time to time in line with the emerging industry scenario.

Implement Quality Control activities across the projects to sustain/improve quality and productivity.

Strategizing and implementing appropriate Quality controls.

Evaluate the controls from time to time.

To be a part of change management and process improvements continuously.

B. Six Sigma and Lean

Align Six Sigma initiative and project objectives to business strategy and prioritize improvement in projects accordingly.

Provide support during project selection, scoping, implementation and reviews to ensure effective progress.

Partner with Process Owners to derive results

Act as change agent to instill Six Sigma and Lean culture throughout the Organization

Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Assistant Manager/Manager-(NonTechnical)
Role: Assistant Manager/Manager-(NonTechnical)
Keyskills: Lean ,Quality Control, Management Six Sigma ,quality ,quality control ,quality assurance ,quality manager.


Senior Manager – Delivery Excellence (certified Six Sigma Black Belt)

Job Description:

He/ She should be certified in Six sigma black-belt

Should have been in the role of six-sigma process improvement supporting process improvement Lean sigma project implementation for minimum 4 years

Should have worked in BPO Operations earlier in back-office processes (not voice)

Should have good understanding of Lean sigma concepts and be able to delivery six-sigma and Lean trainings to Operations team-members

Should have good facilitating and communication skills and be able to interact with managers and delivery heads to drive the process improvement program.

Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Quality Assurance/Quality Control Manager
Role: Quality Assurance/Quality Control Manager
Keyskills: Delivery assurance


ITIL JOB- Information Security Manager

Job Description Years of experience: At least 5 to 7 years of experience in handling Information Security process and procedures.
Desired skills
– Total Work experience 6+
– Experience in performing IT Security reviews including third party/vendor reviews, Vulnerability Assessment, Penetration testing and Secure code reviews
– Provide clarity and direction on organizations Information Security Strategy to senior Management.
– Emerge as an enabler befitting the organization and business needs in line with the global standards.
– Excellent knowledge of Information Security technologies and methodologies particularly, including for example web server security / firewalls / networks / encryption / PKI / TCP/IP / UNIX / Windows etc.
– Knowledge in one or more scripting language like perl/php/python/bash OR one or more programming languages like .net
– Review & recommend appropriate enhancements and interventions to continuously improve the existing processes and policies
– Deliver results that meet the scope of all tasks and deadlines set as deliverables by manager and by self.

– Maintain & exceed level of Information Security governance as expected by the management.

– Excellent written & oral communication skills.

– Strong understanding of key network and technical security controls
– Experience of information security standards such as: ISO 27001, ISO 22301, PCI DSS, ITIL, COBIT

– Proficiency in GRC/ Identity Access Management is an advantage

– Certifications (desirable): CISA, CISSP, PMP, ITIL, CEH, COBIT, ISO 27001

– Proficient in Microsoft Office suite applications
Key Personal Attributes

– Bachelors( B.Tech, B.E), Masters or Post-Graduate degree.
– PCIDSS Lead Implementer
– Information Security Management System Implementation
– ISO 27001/PCI DSS/BS 10012
– Vulnerability Assessment and Penetration testing
– Network Security Assessment
– Information and IT Risk Assessment
– Information Security Audits
– Policy, Standards & Baseline documentation
– Supplier/Vendor Security
– Application Security
– End user/ Desktop Security
– Incident Management
– Training & Awareness

Office Address:

United Health Care India pvt ltd
3B, 3rd Floor, Gundecha Onclave,
Kherani Road, Saki Naka, (7 mins walking distance from Saki Naka Metro Station)
Andheri east, Mumbai 400072.



Genpact Capital Markets – Hiring for Project Manager

Job Description:

Project Management and Delivery of enhancement and maintenance work to pre-agreed timescales and requirements for the margining platforms. This will involve:
Maintaining an up to date and detailed project plan and tracking progress against this. Manage project governance including highlighting any potential risks/issues, delays and scope creep as well as status reporting and updates to business stakeholders. Liaising with business groups to clearly define requirements and document these. Ensuring delivery of these items of work to development standards and adhering to all development lifecycle processes. Monitoring, tracking and reporting progress to the stakeholders Ensuring effective communication within the project and out to external stakeholders Play an integral role to the business in their decision making process.
Experience of working in global teams with global user base
Experience in CM domain
Understanding of issues relating to global system implementations and extensive experience of working with offshore Development and Operations teams

Salary: Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: IT Software – Application Programming, Maintenance
Role Category: Product Manager
Role: Product Manager
Keyskills:  Project Management ,Project Planning ,SCOPE ,Operations ,Maintenance ,Offshore ,Tracking,Effective Communication.