Service Desk Global Duty Service Manager

Lead Software Engineer

The Global Duty Service Manager will work as a member of the Global ITIL Operations Team providing 24/7 cover via a 4x4 shift rotation, acting as the Senior Service Escalation point, reporting to the Global Manager for Major Incident and Problem Management. The Global Duty Service Manager will lead communication of all high priority Incidents and escalations and is responsible for facilitating high performance and collaborative working within the Global ITIL Operations functions, ensuring governance and adherence to the following: Major Incident Management, Incident Management, Problem Management, Escalation Management and Out of Hours Emergency Change Approval.

Essential Job Duties and Responsibilities:

• Responsible for driving the policy, process and procedures in alignment with ITIL best practice in conjunction with Process Owners
• Manage Incidents, Major Incidents, Post Incident Reviews, Problems and Escalations at a Global organizational level
• Identify, analyze, prepare risk mitigation via relevant processes
• Support training efforts and audit requirements Compile and hold reviews of KPI's, SLAs, OLAs & monitor performance to ensure they are achieved and escalate as required and tracking and reporting process governance failures
• Assist other Global ITIL Operations functions in promoting and driving adherence to their Processes

Minimum Job Requirements:

• Ability to be a critical thinker
• Able to work in a fast-paced high-pressure environment often engaging with senior stakeholder during a major event
• Able to work both individually and as part of a team to ensure system and performance reporting are accurate, timely, and most importantly, correct
• Able to make a significant contribution in a team environment
• Exceptional listening and analytical skills
• Reporting experience across a range of Customers
• Strong understanding of ITIL processes
• Ability to identify trends and interpret data
• The use of Microsoft Office particularly, Word, Excel and PowerPoint.
• An understanding of Cubic Technology
• A wide understanding of customer service processes and methodologies

About Virtusa:

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 21,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us. Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.

Virtua was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All