IT Service Management Specialist

Globant Commerce Studio

Manila City, Metro Manila
Permanent
Full-time

17 days ago
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Company DescriptionGlobant’s Commerce Studio helps organizations create best-in-class commerce-enabled experiences, with engineering and design at its core. The goal is to meet the demands of tomorrow's customers, leveraging long-standing expertise with large and complex commerce transformations in both B2B, B2C and D2C domains.As an award-winning partner of enterprise-class platforms: Salesforce Commerce Cloud, Adobe Magento Commerce, and other API first, Headless Commerce surround solutions, we help clients create a competitive advantage with commerce at its core.Our mission is to empower companies to succeed and thrive in the ever-changing digital landscape by building best-in-class future-ready digital commerce solutions globally.Job Description

Owns incident management process and ensure the protocols are diligently followed.
Respond to Problem Tickets / Incidents reported, initiate the incident management process to work with application teams to identify the root cause.
Work with business and application development teams to identify the urgency and impact to business to categorize Priority & Severity
Logging all the incidents and their resolutions to further process on trend analysis
Drive and Co-ordinate the problem ticket triaging with the delivery team and incident
management team via chat and bridge calls on either MS Teams or Zoom
Handle end-to-end communications with IT and Business Leaders P1 and P2 Incidents
Coordinate with Release Managers, DevOps and Applications team for Major and Semi-Major releases / deployment coms between onsite and offshore are co ordinated
Coordinate release/deployment activities with multiple teams involved in that release/deployment via chat and bridge call on MS Teams & Zoom
Handle end-to-end communications for Major and Semi-Major releases.
Participate in cross trainings within the teams

Qualifications

Should have a good knowledge and experience on the Incident and Problem Management processes.
Should have 8 – 12 years of experience in working with ITSM processes
ITIL : Incident & Problem Management Knowledge
MS Office Tools: Word, Excel, PowerPoint, MS Teams
Service Management: ServiceNow
Exposure in the following: Wiki creation, MS Office Tools: MS Visio, Zoom, & Skype
Should have an understanding of Change and Release Management process.
Good to have Azure DevOps knowledge and its release planning steps.
Experience with Global Clients, Banking/Auditing firms is an advantage.
Follow up on the problem tickets with the product delivery team / incident management team for closure.
Participate in daily scrum calls with the product delivery team to understand the incident/problem ticket triaging updates.
Should be open to work with multiple teams to help with process documentations.
Create/update SOPs or wiki for the process
Should have good communication and written skills
Should be a self-motivated team player
Should be willing to work in any of the 3 shifts as this needs 24x7 support
Strong problem solving, analytical, and time management skills.

Preferred Certifications:

ITIL V3/V4 Foundation
ITIL Intermediate

Additional Information✔Multiple learning opportunities and Professional Certification Programs✔Working as a part of a Global team in a Multicultural Environment✔Gifted Birthday Leave✔Rewarding Compensation PackageDare to be different!

Globant Commerce Studio