IT Service Delivery & Incident Management Specialist Job at Service Stream (Melbourne)

IT Service Management Specialist

We are seeking an experienced IT Service Management Specialist to support IT ser...

Location

United States , Boca Raton

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Experience in IT service delivery and IT service management
Strong background in: Change Management
Incident Management
Problem Management
Hands-on experience with ServiceNow
Strong analytical, organizational, and communication skills
Ability to work effectively across technical and business teams
Current ITIL Foundation Certification required

Job Responsibility

Support and improve core IT service management processes
Manage IT change activities, including planning, documentation, risk assessment, approvals, and post-implementation review
Oversee incident management processes to ensure timely resolution and minimal business disruption
Lead problem management efforts, including root cause analysis and long-term corrective actions
Collaborate with cross-functional teams to implement best practices and process improvements
Use ServiceNow to manage workflows, reporting, and process documentation
Help maintain service quality standards and support ITSM governance

What we offer

Medical, vision, dental, and life and disability insurance
401(k) plan

Incident Management Specialist

The Incident Management Specialist at NTT DATA plays a crucial role in managing ...

Location

India , Mumbai

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Seasoned understanding of IT service management (ITSM) principles, specifically incident management processes and best practices
Excellent communication and interpersonal skills to effectively collaborate with technical teams, stakeholders, and end-users
Ability to work well under pressure and manage multiple incidents simultaneously
Seasoned knowledge of IT infrastructure, systems, and technologies, including networks, servers, databases, and applications
Attention to detail, organisation skills, and ability to prioritize tasks effectively
Continuous learning mindset and a desire to stay updated on industry trends and best practices in incident management
Seasoned professional knowledge to develop and resolve complex technical issues
Bachelor's degree or equivalent in Computer Science or Information Technology, or a related field
ITIL certification (Specialist preferable)
Relevant IT certifications preferred

Job Responsibility

Monitors various sources, such as monitoring tools, user reports, and system alerts, to detect and identify incidents promptly and assesses the impact and urgency of incidents based on predefined severity levels, business priorities, and service level agreements (SLAs)
Performs initial triage of incidents, categorizes them appropriately, and assigns the appropriate priority level based on the impact, urgency, and business needs
Collaborates with relevant teams to prioritize incidents and allocate resources accordingly
Facilitates the escalation of incidents to the appropriate support groups or technical teams as per defined escalation procedures and ensures proper communication and collaboration among teams involved in incident resolution, including providing necessary updates to stakeholders
Conducts thorough investigations to determine the root cause of incidents and analyzes the available data, performs troubleshooting, and collaborates with technical experts to identify underlying issues and contributes to the development of long-term solutions
Coordinates and tracks the resolution process to ensure timely and effective incident resolution and provides guidance and support to technical teams, ensuring adherence to incident management processes and best practices
Keeps relevant stakeholders, including end-users, management, and other relevant parties, informed about incident status, progress, and resolutions
Performs post-incident analysis to identify trends, recurring incidents, and areas for improvement and generates incident reports and provides insights on incident metrics, trends, and key performance indicators (KPIs) to management and relevant stakeholders
Contributes to the continuous improvement of the incident management process and identifies opportunities to enhance incident response times, reduce incident recurrence, and improve incident management procedures
Utilizes incident management tools and technologies effectively to streamline incident handling, tracking, and reporting

Fulltime

Service Delivery Specialist

The Service Delivery Specialist at NTT DATA is a pivotal role focused on managin...

Location

Singapore , Singapore

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or related field
ITIL Certification, such as ITIL Foundation or higher-level certifications
Project Management Professional (PMP) certification desirable
Client Relationship Management certification desirable
Seasoned demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider
Seasoned background in delivering IT services, managing IT projects, and understanding the IT service lifecycle
Seasoned experience in managing client relationships, understanding client needs, and ensuring client satisfaction
Ability to establish strong relationships with internal stakeholders and external clients
Seasoned ability in managing coordinated delivery of service
Excellent written and verbal communication skills

Job Responsibility

Works as an Independent Contributor (IC) and acts as the primary interface managing the services relationship between the client and the organization
Performs client facing service activation activities and support the GDC in service activation completion
Responsible for operations performance, including - Service Improvement Plans
Establishes, monitors and reports Service Delivery Reports
Escalation management and Reporting
Meeting management with clients
Major incidents - scrutinizes adherence to process, recommends changes when SLAs are not met and works with larger delivery teams
Change Management – manages and owns all RoE changes
Service First - owns Service First asset verification and contract status
Vendor Backout - manages backout issues with Vendor

Fulltime

Senior Associate Service Delivery Specialist

The Senior Associate Service Delivery Specialist at NTT DATA is responsible for ...

Location

Thailand , Bangkok

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or related field
ITIL Certification, such as ITIL Foundation or higher-level certifications
Moderate level of demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider
Moderate level of experience delivering IT services, managing IT projects, and understanding the IT service lifecycle
Moderate level of experience in managing client relationships, understanding client needs, and ensuring client satisfaction
Ability to establish strong relationships with internal stakeholders and external clients
Good written and verbal communication skills
Displays an analytical mindset with good problem-solving skills and can use initiative to drive innovation
Ability to work well in a pressurized environment
Good client service orientation

Job Responsibility

Works as an Independent Contributor (IC) under the guidance of a manager and acts as the interface between the client and the organization
Performs client facing service activation activities and support GDC in service activation completion
Responsible for operations performance, including - Creating Service reports with accuracy and quality
Escalation management and Reporting
Meeting management with clients
Change Management - record changes to RoE, SoW, Asset Verification for Service First incidents
Track RMA returns, client follow up and delivery of assets
Completes vendor follow up for contract backout issues
Ensures Manage Centre activation
Provides assurance regarding the compliance of, and lifecycle management for, all contracted Services

Fulltime

Senior IT Client Service Specialist

The Senior IT Client Service Specialist is a pivotal role responsible for overse...

Location

United States of America , Santa Clara

Salary:

99000.00 - 183000.00 USD / Year

NTT DATA

Expiration Date

Until further notice

Requirements

Advanced knowledge across Group delivered IT Services
Excellent business awareness and solid analytical skills
Ability to multi-task and prioritize with great attention to detail
Advanced proficiency in driving outcomes via influence management
Excellent communication and documentation skills
Excellent project management skills
Ability to persuade, negotiate and influence key stakeholders
Excellent client relationship building and engagement skills
Assertive in approach coupled with confidence in area of expertise and the ability to facilitate business conversations
Advanced understanding of business strategy and the ability to align service delivery efforts with organizational goals

Job Responsibility

Accountable for the performance of all operational delivery of centralized IT
Assists transformation teams in centralization of services by engaging the correct stakeholders within divisions and coordinate the engagement if required
Ensures the transformation is in line with the agreed Scope of Work
Works closely with the regional or service provider stakeholders and delivery providers to ensure the service aggregation is in line with the partnership agreement
Maintains a holistic position to ensure full objectivity and impartiality, maintaining the client's strategic direction for Corporate IT - Become a trusted advisor
Accountable for management escalations and work with relevant stakeholders through to a resolution
Manages the contractual obligation that needs to be delivered, for example, vulnerability management, service reporting, escalations management
Governance of regional/divisional risk register
Ensures a culture of service management excellence is developed and maintained
Drives continual service improvement and optimization

What we offer

Medical insurance with employer contribution
Dental insurance with employer contribution
Vision insurance with employer contribution
Flexible spending or health savings account
Life and AD&D insurance
Short and long term disability coverage
Paid time off
Employee assistance
Participation in a 401k program with company match
Additional voluntary or legally-required benefits

Fulltime

Senior Executive IT Asset Management Specialist

We are seeking an individual to support end users with IT asset allocation while...

Location

India , Bangalore

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

Experience in IT Asset Management and lifecycle processes
Knowledgeable in inventory management, asset tracking, and reconciliation
Confident in coordinating with vendors, service partners, and internal stakeholders
Skilled in reporting, documentation, and audit compliance
Familiar with ITAM policies, standards, and governance requirements
Comfortable using the ITIL framework in day-to-day operations
Proficient in Microsoft Excel, including advanced functions and macros
A clear and effective communicator with strong analytical and problem-solving skills
Educated to Bachelor's degree level in any discipline, with 2-4 years of relevant experience

Job Responsibility

Maintain accurate inventory records for all IT assets, including tagging, tracking, and reconciliation
Manage allocation and de-allocation of IT assets for employees across locations
Monitor and authorise IT asset movement between offices and storage areas
Coordinate with vendors for delivery, pickup, courier logistics, and spare management
Handle service requests and incidents related to IT assets, ensuring timely resolution
Conduct regular physical verification, audits, and store inspections
Perform floor walks to identify unused, underutilised, or damaged assets
Oversee material inward and outward movement and store management
Maintain and update process documentation and Standard Operating Procedures (SOPs)
Support lifecycle management of assets from procurement through disposal

What we offer

Exposure to large-scale IT Asset Management operations within a global organisation
Opportunities to work closely with cross-functional teams and external partners
A role that builds visibility across governance, compliance, and audit activities
An environment that supports continuous improvement and learning
The chance to contribute to service optimisation and cost efficiency initiatives

Fulltime

Service Management Service Lead

The Service Operation Manager will be responsible for developing and leading a t...

Location

India , Noida

Salary:

Not provided

Sopra Steria

Expiration Date

Until further notice

Requirements

12-15 years’ work experience
At least 7-8 years’ experience in independently managing service operations
Should have technology background and experience in leading Service Operations/service delivery of large engagement involving Cloud Infra/cloud hosted services
Required level of leadership and management experience to manage larger teams and collaborate and influence senior managers
Experience in organizational change management (transformational experience)
Strong leadership skills including effective time management, prioritization, and delegation of work
Excellent communication skills - should be comfortable with customer handling, capable to leading major incident management calls
Responsible/own the Problem management and capability to drive issues towards closure
Experience in coaching and mentoring teams including their performance appraisals
Should be familiar working on ITSM tools (SNOW etc), Jira confluence, MS project etc

Job Responsibility

Developing and leading a team of IT Specialists for day-to-day operations and service lifecycle management involving technical Infrastructure Support operations as part of global Axway Cloud Managed Services
Ensuring the support strategy is in alignment with the overall IT and business direction and meeting the stringent availability KPIs and SLAs
Working and interacting directly with a global management team and stakeholders across the IT groups (e.g. Cloud Infra, Application Management, Cloud COEs, CAB, business owners/users, etc..)

Fulltime

Application Management Specialist

Location

India , Hyderabad

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Web/Application Server Expertise: Extensive 6 -7 years of experience with Microsoft IIS for enterprise web hosting, including configuration, security, troubleshooting, and URL rewrites. Windows Server OS (2012/2019 and latest) administration required
familiarity with Linux/Unix and Apache preferred
Application Deployment & Support: 6 -7 years of experience in deploying and supporting ASP.NET web applications or similar technologies in production. Knowledgeable about the software development lifecycle, front-end packaging and release, source control, and CI/CD tools (e.g., Jenkins or Azure DevOps)
Scripting & Automation: 5 – 6 years of skilled experience in PowerShell and Bash to automate tasks, support DevOps, and create scripts for monitoring, deployment, and tool integration
Networking & Security Knowledge: 5 – 6 years of skilled and solid understanding of network protocols and firewall concepts (HTTP/S, FTP/SFTP, TCP/IP) as they relate to web application delivery. Experience configuring SSL/TLS, managing certificates, and ensuring secure communications for web platforms. Knowledge of authentication methods and encryption standards (e.g., SSO, OAuth, PGP for file transfers) is often required in regulated enterprise environments
Troubleshooting & Performance Tuning: Strong diagnostic skills in investigating logs, error codes, and performance metrics on front-end systems. Experience with application performance monitoring (APM) tools, load testing, or profiling front-end performance is valuable for proactively identifying bottlenecks
Enterprise Tools & Domain Knowledge: In a consulting role, familiarity with ticketing systems (SOM tools), documentation platforms, and domain-specific tools is useful. Domain experience in the industry of the client (e.g., healthcare domain for health plan applications) is also advantageous, as it aids in understanding the context of the applications being supported
Problem-Solving & Ownership: The team members must independently handle complex issues under pressure, think analytically and creatively to resolve front-end incidents, and ensure problems are fully resolved with end-to-end responsibility
Communication & Collaboration: Team members must communicate clearly with stakeholders by writing documentation, reporting status updates, explaining technical issues simply, and cooperating with various teams
Adaptability & Continuous Learning: The resource needs to work with diverse technologies and legacy systems, so being adaptable and willing to learn is essential. They keep up with advances in front-end and DevOps/Cloud tech to enhance operations

Job Responsibility

Web/Application Server Management & Deployment: Configure and Administer Web Servers: Install, configure, and maintain IIS servers for .NET applications in all environments. Handle new IIS instances, ASP.NET app deployment, and related services or components. Application Deployment & Patching: Coordinate and execute deployments of application releases (front-end components) to various environments. Perform routine updates, patches, and configuration changes on front-end servers to keep systems up-to-date and secure. Platform Monitoring & Maintenance: Monitor front-end servers and solutions (web portals, CMS, etc.) for performance and uptime using enterprise tools. Track metrics like CPU, memory, and response times, addressing issues proactively. Ensure front-end environments are scalable and reliable for large user bases
Troubleshooting & Support (Application Services Context): Issue Ownership & Resolution: Own customer-reported front-end issues from intake to resolution. Investigate web application problems, diagnose errors (server, configuration, or performance), and apply prompt fixes or workarounds. Root Cause Analysis: Troubleshoot web servers and front-end apps by reviewing IIS/Apache logs, application logs, errors, and system metrics to find incident causes. Recommend long-term fixes, such as configuration changes, code updates with developers, or infrastructure improvements. Escalation & Collaboration: Use ITIL/ITSM processes for incident and problem management. Escalate unresolved issues to relevant teams with clear details, keep ownership until resolution, and act as a link between users and technical staff. 24×5 Support & On-Call Rotation: Operate in an enterprise 24×5 support model, including rotational shifts or on-call duties for managed services or consulting delivery. Maintain rapid incident response for front-end systems outside business hours to meet SLAs and uptime requirements
Scripting, Automation & Optimization: Automation & Tools: Use PowerShell or Bash scripts to automate routine maintenance, deployments, monitoring, and integrations. Automate tasks like site restarts, log rotations, and configuration checks to reduce manual work and errors. Performance Tuning: Monitor front-end performance and apply optimizations, such as adjusting server settings, enabling caching or CDN, refining load balancer configurations, or recommending code improvements for scalable results. Continuous Improvement: Keep up with current front-end and web infrastructure technologies. Suggest and implement updates or tools to boost stability, security, and efficiency—such as enhanced monitoring dashboards, improved CI/CD pipelines, or containerization for easier scaling
Security & Compliance: Web Security Configuration: Apply security best practices to front-end servers and apps according to enterprise standards. Manage SSL/TLS certificates for web portals, configure secure protocols (HTTPS, TLS), and maintain required encryption like PGP for file transfers. Access & Firewall Management: Collaborate with network teams to set up firewalls, DNS, and load balancers for web applications. Understand networking concepts (ports, protocols, VPNs) and apply security controls, including correct authentication and least-privilege access for front-end systems. Compliance & Documentation: Follow organization and client policies, including change management and data protection. Keep thorough documentation of deployments, configurations, and troubleshooting to support team knowledge and audits
Cross-Functional Collaboration: Team Coordination: In an Application Services Platform, the resource should collaborate with infrastructure, backend/database, network/security teams, etc. and client IT staff to resolve issues and implement changes while minimizing impact on front-end systems. Client & User Communication: Serve as the front-end contact for the service delivery team, communicating with end users and client stakeholders to resolve issues and provide updates. Responsibilities may include writing post-incident reports and contributing to weekly status reports. Process Improvement: Engage in process reviews and service improvement plans. For instance, contribute to developing runbooks, maintenance schedules, and disaster recovery procedures for front-end application components. The ASP FE's expertise on recurring issues and performance helps drive ongoing service enhancements

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IT Service Delivery & Incident Management Specialist

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