Associate – Service Management

Company Description: Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 27,000+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region. Job Description: Roles & Responsibilities: Support 2nd and 3rd level application support processes ensuring benchmark quality and adherence to defined KPIs. Work actively with Quality Assistant to ensure that tickets are within the KPI. Collaborate with support specialist, LOT Leads, Support Managers, IT Ops Leads, and other stakeholders. Contribute to developing and curating process guidelines, standards, and best practices. Handle process clarifications from specialists and identify improvement areas. Support Support Standards & Process Governance activities. Participate in defining and improving operational processes. Facilitate awareness sessions, documentation preparation, and knowledge sharing. Enable operational efficiency reports. Assist in audit and compliance activities. Identify value–added enhancements and opportunities for technical automation. Participate in competence management initiatives within COE.

Responsibilities

Support 2nd and 3rd level application support processes ensuring benchmark quality and adherence to defined KPIs; Work actively with Quality Assistant to ensure that tickets are within the KPI; Collaborate with support specialist, LOT Leads, Support Managers, IT Ops Leads, and other stakeholders; Contribute to developing and curating process guidelines, standards, and best practices; Handle process clarifications from specialists and identify improvement areas; Support Support Standards & Process Governance activities; Participate in defining and improving operational processes; Facilitate awareness sessions, documentation preparation, and knowledge sharing; Enable operational efficiency reports; Assist in audit and compliance activities; Identify value–added enhancements and opportunities for technical automation; Participate in competence management initiatives within COE.

Requirements

Any Graduate, preferably Engineer; Understanding of IT service management and operational support processes; Strong knowledge of incident, problem, IT Service Asset and Configuration Management (CMDB), Request Fulfillment and change management; Strong analytical, documentation, and reporting skills; Good communication and collaboration abilities; Good understanding of Bosch Quality standards and process in application support; Ability to work in cross-functional teams and manage multiple stakeholders; Experience with ITIL processes or ITIL certification.

Nice to have

Experience with ITIL processes or ITIL certification; Basic understanding to automation tools or scripting; Familiarity with Bosch internal Run and Support processes.(Applicable for IJR); Understanding of agile working methods.