Tech Lead – SC Service Manager
Gratitude IncTech Lead – SC Service Manager
Job Description
Key Skills
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Roles and Responsibilities :
Must have skills:
System Center Service Manager: You should have extensive experience with Microsoft System
Center Service Manager, including installation, configuration, administration, and customization
of the platform. Familiarity with different versions such as SCSM 2012, 2016, or later is
important.
IT Service Management (ITSM) Processes: A strong understanding of IT Service Management
processes and frameworks is crucial. This includes knowledge of incident management, problem
management, change management, service request management, and configuration
management.
Service Level Agreements (SLAs) and Service Catalog: Proficiency in configuring and managing
SLAs and defining service offerings in the Service Catalog. This involves designing workflows,
approval processes, and defining service-level targets and metrics.
Incident and Problem Management: Experience in designing and implementing incident and
problem management processes within SCSM. This includes creating workflows, defining ticket
classifications, prioritizing incidents/problems, and coordinating resolution efforts.
Change Management: Knowledge of change management processes and experience in
designing change workflows, managing change requests, and coordinating change
implementation activities using SCSM.
Configuration Management Database (CMDB): Familiarity with CMDB concepts and experience
in designing and maintaining a CMDB within SCSM. This includes defining configuration items
(CIs), managing relationships between CIs, and ensuring data accuracy and integrity.
Customization and Automation: Proficiency in customizing SCSM by creating custom forms,
workflows, and extensions using tools like PowerShell, XML, or Visual Studio. Automation skills
are valuable for streamlining processes and integrating SCSM with other systems.
Reporting and Analytics: Knowledge of SCSM reporting capabilities, including creating custom
reports, defining key performance indicators (KPIs), and leveraging data analytics to gain insights
into service performance and trends.
Integration with other System Center Components: Understanding the integration of SCSM with
other System Center components, such as Configuration Manager (SCCM), Operations Manager
(SCOM), and Orchestrator (SCO), to streamline IT operations and enhance service delivery.
Collaboration and Communication Skills: Effective communication and collaboration skills are
important for working with other IT teams, interacting with end-users, documenting processes,
and providing technical guidance.
Provide general and routine technical support to a broad range of installation, patching,
configuration, and updates to virtual infrastructure requiring the ability to research, analyze,
and resolve problems effectively to meet established performance metrics.
Maintain documented (e.g., Disaster Recovery) procedures for OS Infrastructure. Collaborates
and contributes with team members, software vendors, and other technical staff to develop,
design, implement, and continuously improve systems.
Active coordination with team members and other groups to effectively perform basic Windows
Server and administration support for daily operations. Follows procedures and guidelines to
install, patch, configure, customize, troubleshoot, upgrade, integrate, and maintain systems,
software, network and port configuration, host - based firewalls, and peripherals.
Exposure ITIL Framework is mandatory.
Exposure to Windows servers 2012 R2, 2016, 2019 and 2022.
Responsible for setup, configuration, and troubleshooting of complex Windows environments
(e.g., clustering, high availability, load balancing, etc.).
Good to have skills:
Exposure of Active Directory . Experience with Active Directory and group policies, multi-forest
multidomain environment knowledge.
Experience in managing network component TCP/IP
Perform ongoing performance tuning, hardware upgrades, and resource optimization as
required.
Requirement:
Skills: System Centre Service Manager
Solution Area: Modern Work
Site : KL site
Shifts : Normal Office Hour (but job nature depends on the support company which might require extra hours and weekend)
Salary Range : To Be Discussed
Role
Any Other
Timings
Rotational Shifts (Permanent)
Industry
Telecom / ISP
Work Mode
NA
Process
Non-Voice
Functional Area
Any Other
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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