Software Developer

Key Responsibilities

1. Service Delivery and Optimization
   • Analyze service delivery metrics and identify areas for improvement.
   • Implement strategies to enhance service delivery efficiency and customer satisfaction for managed service capabilities.
   • Utilize ServiceNow and other ITSM tools to manage service delivery and drive continuous improvement.
   • Implement and manage service delivery based on ITIL framework best practices. Identify automation opportunities to improve efficiency.
   • Ensure adherence to SLAs and manage service delivery performance.
   • Analyze user needs and develop ServiceNow software solutions, applying principles and techniques of computer science, engineering, and mathematical analysis.
   • Make suggestions to update software and enhance existing software capabilities.
2. Financial Management and Budgeting
   • Develop and manage budgets for service delivery, infrastructure, and cloud resources.
   • Forecast expenses and ensure accurate financial reporting, including Telco-specific cost analysis.
   • Optimize financial resource allocation, considering infrastructure and cloud cost efficiencies.
   • Create and end-to-end tracking of purchase orders and ensure POs are aligned with budget and financial approvals.
   • Reconcile payments with invoices and POs to ensure accuracy. Track invoices and ensure timely payment processing. Resolve payment discrepancies.
3. BAU Operations
   • Communicate with stakeholders and resolve issues within agreed timelines and SLAs. Ensure support availability as per agreed SLAs.
   • Generate comprehensive reports and dashboards on service delivery performance, financial metrics, and infrastructure/cloud utilization.
   • Analyze data to identify trends and areas for improvement and provide financial analysis.
   • Document and share the learnings for continuous improvements. Seek information and leverage knowledge from relevant stakeholders. Contribute to organizational knowledge preservation and drive efficiency.
4. Stakeholder Collaboration
   • Collaborate with cross-functional teams to gather requirements and analyze scope for service delivery.
   • Communicate effectively with stakeholders at all levels, providing service delivery and financial insights.
5. Continuous Improvement
   • Focus on process tailoring and risk planning to proactively enhance project efficiency and quality.
   • Drive continuous improvement through knowledge sharing and documenting lessons learned.

Certifications:

• Project Management Professional (PMP - mandatory).
• ITIL V4 Certification (mandatory).
• AWS, Azure, or Google Cloud Certifications (preferred).

Key Competencies

• Project Management: Strategic Planning, Project Scheduling, Resource Management, Budgeting & Financial Management, Agile Methodologies, Risk Management, Stakeholder Management, and Cross-Functional Team management.
• Service Delivery: ITIL Framework, SLA Management, Incident Management, Problem Management, Change Management, Request Fulfillment, and Knowledge Management.
• Technical Skills: MS Project, Jira, IT Infra understanding, ERP Systems.
• Tools: ServiceNow, Power BI.