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.


Opex-s2p Optimization

Job Description:



Relevant exp

2~4 years of relevant experience. 6-8 yrs of overall experience

Preferred Skills

Sourcing and Procurement domain knowledge

Six Sigma Green Belt

Knowledge of Quality tools and Techniques essential

Needs to have worked in a BPO Operational Excellence (or similar) function

Knowledge in Lean and other quality practices added advantage

Strong Communication skills

Strong Presentation skills

Position Objectives

1.Process Transformation

2.Drive Improvement projects on processes to improve

a. Productivity

b. Improve SLA performance

2. Be responsible for the Operatioinal excellence Framework for one/multiple deals

3. Interact with client/ internal stakeholders to drive and influence improvement objectives

4. Work in global projects as a team member

Salary: Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Team Leader -(NonTechnical)
Role: Team Leader -(NonTechnical)
Keyskills:  bpo sourcing ,procurement ,operational excellence ,optimization ,opex ,six sigma green belt ,strong communication skills ,presentation skills ,quality tools.


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


Six Sigma Project Charter as a Vital Control Document

The project charter is the first step and one of the most important parts of any Six Sigma project. The document provides an overview of the project and serves as an agreement between management and the Six Sigma team regarding the expected project outcome.

The charter is used to set the project direction and defines the measures of success. It includes a clear definition of accountability and team roles and responsibilities. Also, anticipated costs and financial benefits are included in the charter, establishing a plan for financial oversight throughout the project. The charter offers the project team a roadmap of the project boundaries and aligns the goals with critical business needs. It also includes a team charter to address points such as meeting frequency, time and day of the week, venue and code of conduct. This provides a contract of accountability for team members, leaders, sponsors and Champions. By approving the document, the project Champion and process owner commit to the project and agree to ensure that the organization assigns the appropriate resources.

A project charter consists of several parts, all vital to identifying project expectations and gaining approvals and commitments in support of the project goals. It is important to note that the charter does not describe solutions or how the team will implement them. Below is a detailed view of 11 elements in a typical charter, with what each element is for and what questions that element is expected to answer:

Business case discusses the business issue that is assigned to the project team. Provided by the project Champion or sponsor, the business case explains why there is a need for the organization to undertake the project and how it will support organizational objectives.

  • Why is the project worth doing?
  • Why is it important to customers?
  • Why is it important to the business?
  • Why is it important to employees?
  • Why is it important to do it now?
  • What are the consequences of not doing the project now?
  • How will the reduction of defects impact customers, the business and the employees?
  • How does it fit with the operational initiatives and targets?

Problem statement provides a more specific and focused description of the symptoms arising from the problem the team will address.

  • What are the critical-to-quality elements?
  • What is wrong?
  • Where does the problem exist?
  • How big is the problem?
  • When and where does the problem occur?
  • What is the impact of the problem?
  • Is the problem statement clear to all in the organization?
  • Is the problem statement long and therefore difficult to interpret?

Goal statement/specific objective describes results anticipated from the project. The goals state specific project targets to achieve the desired project purpose. The targets are stated as measurements.

  • What results are anticipated from this project?
  • Are the set goals realistic and specific?
  • Are the set goals measurable?
  • Are the set goals aggressive yet achievable?
  • Is it time bound?
  • Is it relevant?
  • What improvement is targeted?
  • How much improvement is required?
  • What defects are currently tracked on a continual basis?
  • Is the target identified?
  • Is the specification for each measure identified?
  • What is the impact on rolled throughput yield?
  • Is a stretch target established?
  • Are the key metrics (the primary and secondary metrics) identified?
  • What is the expected impact on cost of poor quality?
  • What is the expected impact on the capability index?
  • What is the expected impact on back order, costs, etc.?

 Project scope identifies boundaries for the project and describes the specific project scope.

  • Is the scope clear and attainable?
  • Can the project be completed in four to six months?
  • Has a process mapping technique been implemented to determine the project scope?
  • Is a clear objective determined?
  • Are the budgetary limits clarified and approved?
  • Who is the decision-making authority?
  • Is the team’s area of influence clarified?
  • Is the area outside of the team’s influence declared properly and clearly and understood by all?
  • How is the team going to focus its work?
  • What information is needed to identify the urgent issues?
  • What specific parts of the process will the project include?

Critical success factors clarify and document the limitations of the project and other factors affecting the team’s effort in completing the project successfully.

  • Has the team been given a sufficient time to complete the project?
  • Who is authorized to look into the financial constraints?
  • Who is responsible for sanctioning of resources?
  • Does the team have time for the project?
  • Does the team have capable and skilled manpower available to them?
  • Does the team have the support of IT infrastructure and free access to IT?
  • Who are the guide and coach for the team and for the project?
  • What are the team charter commitments (meeting schedules, venue, time, etc.)?
  • What is the contribution of the sponsor, Champion, etc.?
  • Who is responsible for clearing project roadblocks?
  • Does the team have freedom to implement the solution without the support of the Champion?
  • How much of operations’ time is expected for the Six Sigma project work on a weekly basis?
  • Can the team draw on other resources inside and outside the organization?
  • What is the authority given to the team to spend money for improvement activities?
  • Who is authorized to assist the team with finance issues?

Impact on stakeholders outlines which individuals inside and outside the organization can influence and are affected by the project, and which have a vested interest in the process and its outcome.

  • Who are the internal stakeholders?
  • Who are the external stakeholders?
  • How are the internal stakeholders affected?
  • How are the external stakeholders affected?
  • What do the internal/external stakeholders expect from the team?
  • How will the team communicate with the stakeholders?

Role of Champion provides a picture of how well the Champion serves as a strategist and facilitator for Six Sigma activities in the organization.

  • Was the Champion a part of the team in scripting the business case?
  • Was the charter signed off by the Champion?
  • Has the Champion set specific Six Sigma deliverables for team members?
  • Has the Champion deployed the right and best combination of people on the project?
  • Has the Champion ensured that the project has a clear line of sight to company strategies?
  • Does the Champion understand that one of their main responsibilities is the success of the project?

Role of team members outlines who the core and support members are who will implement the project.

  • Is the team a manageable size of four or five core members?
  • Who is the team leader?
  • Who is the project sponsor?
  • Are specialists who are available to assist the project identified?
  • Has the team identified the time slot per week to invest for data collection, meetings and other project activities?
  • Is the team ready to enter into a contract with management through the charter to carry out the project?
  • To whom is the team accountable?
  • Is a finance person involved?
  • Does the team have detailed knowledge of the target process?
  • What are the key responsibilities of individual team members?

Project milestones define time-bound clear milestones in the life of the project.

  • Are the timelines for all the stages of DMAIC (Define, Measure, Analyze, Improve, Control) set?
  • Does the team agree to the milestones?
  • Are the milestones set by the project Champion?
  • Are the improvement metrics set along with the key milestones?

Project vision describes the organization’s vision for the improvements anticipated from the project.

  • Why is the project necessary?
  • What is expected from the project (e.g., understanding and utilizing DMAIC tools and techniques, arranging training programs, bringing about a Six Sigma culture in the organization, etc.)?
  • How will the organization measure project success?
  • What are the potential project failure points?

 Expected financial benefits describes all financial benefits including cost avoidance and actual budget impacts.

  • Are the anticipated savings for the project calculated?
  • Have soft savings and hard savings been estimated?