Principal Business Process Manager

Basic Information

Country:

India

State:

Maharashtra

City:

IND Pune - Business Bay

Date published:

13-May-2019

Job ID:

25558

Description and Requirements

BMC Software – The Multi Cloud Management Company

BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.
BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

BU Description :
The Service Management Office provides a business-centric view of BMC's IT services delivery and automation. We are committed to IT value realization with an accent on best practices, performance measurement, and continuous improvement of IT services management processes.

Primary Roles and Responsibilities:
The Incident Manager is responsible for minimizing the negative impact of service interruptions in the BMC environment by ensuring affected services are restored to normal operations as rapidly as possible.  You will be required to use your initiative to take ownership of the Incident Management practice, including the creation, maintenance and implementation of the policy documents.  You will be accountable for the overall quality of the practice and oversee the compliance to the practice.
In addition, you will manage and implement Service Level Management in accordance with the SLM practices and policies at BMC Software.

Responsibilities:
Ensure standardized methods and procedures are used for efficient and prompt response, analysis, documentation, ongoing management and reporting of incidents.
Develop, maintain, implement, and continuously improve practice documentation, including policies and procedures.
Increase visibility and communication of incidents to business and IT support staff.
Proactively investigate trends in Incident Management and Service Level data to identify improvement opportunities and facilitate improvement initiatives with service areas.
Maintain user satisfaction with the quality of IT services through the review of Customer Satisfactions Surveys, metrics, and key performance indicators.
Ensure Incidents are logged, categorized and properly documented through ongoing ticket audits and reviews.
Ensure end to end communication is occurring during incidents, dealing with investigation and escalations, and ensuring the business, customers, and IT management are updated in a timely manner.
Act as a champion of our customers and partners, and ensure services provide value and great end user experience
Proactively manage Incident Management metrics and key performance indicators, ensuring any service trends are raised and the problem management process is followed.
Drive and develop crisis management or major incident processes and systems, ensuring we are as prepared and effective as possible
Produce appropriate reports and dashboards for senior leadership depicting the overall health of the IT environment.

Experience/ Qualifications:
Prior experience in Incident Management is essential; 5+ years of experience in this role is highly desirable.
Prior experience in Service Level Management and Continue Service Improvement preferred, but not required.
Must possess excellent analytical skills, excellent communication skills, and must be able to facilitate meetings with cross-functional teams to achieve positive outcomes for IS&T and its customers.
Prior experience in working with both internal and external business units is critical to success.  Must have demonstrated experience.
Bachelor’s degree in some aspect of Business, Engineering and/or Computer Science is required.
10+ years of work experience within one or more IT organizations.  Prior work experience in the high-tech industry is a plus.
Should be willing to work in EMEA hours - 12.30 PM to 9.30 PM India time
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.