Job in Bengaluru, Bangalore for IT Project Manager

Job Description

The IT Service Management Specialist is a member of the IT-IH Global Ops Center & Compliance Service Management team, whose mission is to enable IT service delivery and support. As a Quality Analyst, you will be responsible for ensuring the service meets the established standards of quality including reliability, usability and performance. Candidate shall be responsible for bridging the communication between the various multidisciplinary teams including Global service Desk to ensure that data quality is achieved and by understanding the Business and IT customers, their behaviours and values, candidate will identify opportunities to create more effective and improved services. Candidate will have to establish relationships with the Business and IT domains and pro-actively support them in implementing continual improvements for services provided by them.

Essential Duties and Responsibilities:

Draft quality assurance policies and procedures
Interpret and implement quality assurance standards
Evaluate adequacy of quality assurance standards
Devise sampling procedures and directions for recording and reporting quality data
Review the implementation and efficiency of quality and inspection systems
Plan conduct and monitor Calls, Tickets, Chats and Emails quality
Document internal audits and other quality assurance activities
Investigate customer complaints and non-conformance issues
Collect and compile statistical quality data
Analyze data to identify areas for improvement in the quality system
Develop, recommend and monitor corrective and preventive actions
Prepare reports to communicate outcomes of quality activities
Identify training needs and organize training interventions to meet quality standards
Coordinate and support on-site audits conducted by external providers
Evaluate audit findings and implement appropriate corrective actions
Monitor risk management activities
Responsible for document management systems
Assure ongoing compliance with quality and industry regulatory requirements
Appropriately communicate with Customers.
Ability to multi-task and prioritize job requirements
Strong personal organization skills
Design and create indicators to measure performance and adjust service coverage
Analyse system and service bottlenecks as they occur and identify areas for improvement
Identify areas where automation and self-service can increase efficiency and reduce cost.
Process mapping and documentation: Involved in formulating process maps, guideline documents and training
Conduct Governance meetings regularly to Monitor, Analyze and Improvise the performance of overall KPI Metrics.


Job Requirements

Ability to get work done in a matrix organization and Strong customer orientation behaviour.
Excellent verbal and written communication skills in English with proven ability to put together and present well-structured presentations for various forums, German language skills are a plus.
Analytical demeanor, strong decision-making skills, and the ability to effectively communicate with individuals across all levels the organization.
Strong operational service management knowledge and skills, understanding of IT operations processes and end to end IT infrastructure components / architecture and Quality governance.
Knowledge and experience working across a geographically and culturally diverse organization.
Design, evaluate and document processes and lead teams in accomplishing process review and improvement.
Proficiency in using quality metrics to measure and model service delivery and drive continuous improvements.
High self-motivated and ability to work with minimal supervision and excellent self-management skills (e.g. prioritization of tasks, adjust to changing priorities)


Required Experience

Bachelors Degree in Computer Science, Engineering or related field required.
5 Years of hands-on technical experience performing administration/development specifically with Quality and ITSM Tool (ServiceNow, JIRA, BMC Remedy, etc.)
3 Year relevant experience with Quality management / Audit for
Customer Support Tickets / Calls / Emails / Chats as well as process improvement in a technology organization.
Excellent knowledge in MS Excel, MS Word, MS PowerPoint, MS Forms.
Should have working experience in ITSM and ITOM modules in an ITSM Tool
Demonstrated experience collaborating with application delivery, application development, project managers and business colleagues, delivering effective IT / business solutions.
Experience working in remote / virtual team and environment.
ITIL Foundation/Intermediate/Expert certification is an added advantage.


Core Competencies:

Customer Focus
Teamwork
Effective Verbal and Written communication skills are necessary.
Personal Accountability & Commitment to achieve
Resilience and Flexibility (Can do attitude)

Contact Informations

Recruiting For : Merck Ltd