IQEQ Looking for IT Metrics, Reporting, & SLA Lead at Hyderabad, Telangana

IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.

Job Description

Responsibilities

As a result of continued growth, we have a fantastic opportunity for an experienced IT Metrics, Reporting, and SLA Lead to join our global team. This is an exciting opportunity for an action-oriented individual contributor to create and develop a Monitoring, Event Management, and Reporting process, controls, and reports.

The IT Metrics, Reporting, and SLA lead is a key role within the IT Service Excellence team enabling the IQ-EQ Global Technology functions to collect and use management information to consolidate agreed KPI’s, SLAs, and other metrics that underpin the service management of our core Technology services.

The priority will be automating and digitising our existing reporting capability to ensure that Global metrics are improved in terms of accuracy, consistency, and reliability.

The key focus will be to build a reporting mechanism to report on the availability, health, resiliency, and performance of our Tier 1 applications and core infrastructure services that are critical to client delivery.

You will also be required to work closely with our colleagues in the Enterprise Technology teams to design and build out reporting dashboards that help us monitor and respond to outages, events, and incidents that could impact the business.

Tasks (what does the role do on a day-to-day basis)

1. Investigate problems and opportunities in existing service management processes and contribute to recommending solutions.
2. Ensure that adequate reporting, quality deliverables, and service standards are met for specific services.
3. Collaborate with key stakeholders across Global Technology to discuss changes in the reporting processes using quantitative and qualitative data to understand where changes and/or enhancements may be required.
4. Report against Key Risk Indicators, monitoring trends, and anticipating potential problems for proactive resolution.
5. Act as a change agent role model for continual service improvements, measure the impact of improvement efforts against KPIs, and report on achievements against CSI (Critical Success Factors).
6. Work with the Incident, Change, and Problem Managers to ensure that the service metrics being monitored continue to remain aligned with evolving business needs, mission-critical objectives, and contracted SLAs.
7. Analyse a variety of data sources including internal and external audits to identify quality assurance opportunities.
8. Automate reporting procedures requiring manual and resource-intensive tasks.
9. Work with the Infrastructure Team to assess and capture requirements for building and deploying effective event management systems improving IT resiliency through enhanced visibility and help identify declines in service quality.
10. Build Technology Dashboards and automated reports to provide Global Technology leadership and the business with insights into availability, performance, and health of key applications and services.
11. Build reports associated with SLAs committed across jurisdictions that are regulated by external bodies.

Qualifications

Key behaviours we expect to see

1. In addition to demonstrating our Group Values (Authentic, Bold, and Collaborative), the role holder will be expected to demonstrate the following:
2. Action oriented
3. Collaborative
4. Communicates effectively
5. Interpersonal savvy
6. Builds networks
7. Balances stakeholders
8. Tech savvy
9. Optimises work processes

Required Experience

Education / professional qualifications

1. Example: Graduate degree, preferably in IT-related disciplines.
2. Professional certifications such as PMP, ITIL or equivalent.
3. ITIL Foundation qualification essential.

Background & Technical experience

1. Strong experience in service management preferably in Asset Management or Professional Services organisation.
2. Prior experience of ITIL disciplines.
3. Practical experience of working with the ITIL service lifecycle framework specifically Service Design, Service Transition, Service Operational, and Continual Service Improvement.
4. Experience of an IT Service Management Platform (ServiceNow, ManageEngine etc).
5. Proven ability to manage customer perception through addressing issues and implementing solutions.
6. Experience of working with suppliers within the bounds of a service contract.
7. Technical experience of one or more operational toolsets, preferably gained via implementation.
8. Demonstrable track record of working within an IT support environment.
9. Knowledge of processes and performance reports of operating systems.
10. Experience of working in a complex, multi-country professional services, financial services or BPO organisation with complex processing requirements.
11. Multi-country experience and demonstrates an ability to work in a multi-cultural, talented, and demanding team environment.
12. Possess the skills and the personality to operate effectively in a very fast-paced complex global business with an in-depth knowledge of program management.
13. Excellent communication skills in both written and oral form, with staff members, customers, suppliers, and the management team with the ability to make decisions, act and get results.
14. Passion, dynamism, and drive.
15. Personal presence, integrity, and credibility.
16. Ability to solve problems either independently or by utilising other members of the team where necessary.

Languages

Fully proficient spoken and written English, additional European languages will be an asset.

Additional Information

At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.