Professional II, Client Services Conduent - Bengaluru, Karnataka

Description

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com.

Platform IT Operations Manager

Description –
Responsible for platform infrastructure operations and critical incident management for our enterprise client mission-critical systems.

We are looking for candidates with a broad background of infrastructure operations and delivery best practices. Resource must demonstrate proven track-record in infrastructure service delivery for business and the ability to learn quickly as technology advances new innovations and offerings enter the market.

Job Responsibilities -
Provide operations governance with IT Infrastructure Operations or 3rd party IT provider Monthly SLA/KPI delivery to Client Technology teams
Support on call support for Critical Incident management. Ensure adequate coverage for the 24/7/365 environment so that the Application Platform infrastructure is running effectively at all times
Participate in weekly change management meetings to support complex, distributed Information Technology Services across multiple Data Centers pertaining compute, telecom, storage and security.
Ensure availability, reliability, efficiency and performance continuity against established metrics and Service Level Agreements (SLAs)

• Critical Incident Management: Troubleshoot, diagnose, isolate and solve hardware, software, application or operational facilities issues.
• Participate during RCA and ensure remediation action items are completed on time

Coach and mentor junior operations support team to ensure personnel are working issues as efficiently and accurately as possible in a team-oriented professional culture
Coordinates with Service Owners on all elements of implementing IT Service Management (ITSM) using ITIL best practices
Develop, refine, and document operation's policies, processes, procedures, and associated systems requirements and drive their implementation and use.
Schedule planned maintenances based on criticality of environment on weekends, after- hours and weekdays
Ensure excellence in Service delivery to improve customer satisfaction and to minimize down time
Fully appreciate the financial impact of every change and where possible identify cost saving opportunities within the infrastructure
Identify tasks that keep recurring and get procedures in place. Identify areas of automation and automate the processes/procedures
Support Hardware/Software Renewals, Capacity Management, OS patching, Security vulnerability remediation, Lease management and Infrastructure Invoice Validation
Assist in Server/Network/Datacenter refresh
Run SIP’s to improve IT services

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.