Solutions Service Manager

Permanent contract|Bangalore|Information Technology

Solutions Service Manager

Bangalore, India Permanent contract Information Technology

Responsibilities

Customer relationship role:
Manages client relationship regarding GBIS production environment
Makes sure partners and technical skill teams are in line with SG processes. Identification of process issues or improvements: implementation of corrective actions and/or escalation to the GTS process owner
Accountable of Prost Mortems communication to partners
Reports on GBIS Quality of Production to his DSI partners (ITEC): SSM consolidates, prepares and animates the "cold" client reporting on its client application domain (incident, problems, GTS recommendations, specific events)
Accountability for client critical business events (Example Expiry, ARM, Moratorium due to market conditions,... )
Involved in identification of Major incidents responsibility between different departments
Consolidates customer demand in terms of service commitment

Incident Management:
Sets up task forces to resolve and understand complex issues impacting production.
Takes over Major incidents follow up from Incident Managers team via PIM meetings. Ensures Major incidents follow up with infrastructure and application teams
Accountable of Prost Mortems: final review, validation


Problem Management:
SSM is accountable of Problems related to GTS Incidents impacting GBIS partner
Challenges and follows up the action plans identified in GTS problems
Reporting and escalation to ITEC partner of GTS recommendations

Transversal projects:
Is involved on GTS quality of services optimization initiatives (Securiprod in particular).
Centralize functional and infrastructure details related to critical applications
Service Continuity Management (technical assessment & test follow-up as DR tests, Split Op tests)

Profile required

Strong management skills with the ability to talk to senior managers in within 

Technical background to be able to understand technical discussions and be able to challenge the root cause and suggest a possible alternative. 

French speaking ability is a plus but not mandatory.

The candidate should have experience in managing the lifecycle of problem 

Why join us

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status

Business insight

At Société Générale, we are convinced that people are drivers of change, and that the world of

tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious.

 

Whether you’re joining us for a period of months, years or your entire career, together we can have

a positive impact on the future. Creating, daring, innovating and taking action are part of our DNA.

If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a

daily basis and develop or strengthen your expertise, you will feel right at home with us!

Still hesitating?

You should know that our employees can dedicate several days per year to solidarity actions during

their working hours, including sponsoring people struggling with their orientation or professional

integration, participating in the financial education of young apprentices and sharing their skills with

charities. There are many ways to get involved.

 

In the field of Why Join Us?

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

 

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Reference: 210001NQ
Entity: SG Global Solution Centre
Starting date: 2021/03/10
Publication date: 2021/02/05
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