HARMAN’s engineers and designers are creative, purposeful and agile. As part of this team, you’ll combine your technical expertise with innovative ideas to help drive cutting-edge solutions in the car, enterprise and connected ecosystem. Every day, you will push the boundaries of creative design, and HARMAN is committed to providing you with the opportunities, innovative technologies and resources to build a successful career.

A Career at HARMAN

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do everyday.

Job Responsibilities: The professional and/or technical competencies needed for performing the key

responsibilities of the position are:

Define, document, agree, monitor, measure, report and review the service levels of production support team as defined in the Statement of WorkPrepare & Implement ITIL related process, procedure documentation.Work with the production support teams in major incidents and contribute towards incident resolutions.Lead in root cause analysis of service impacting incidents and arrive at corrective & preventive actions plans and over see implementation of the same.Lead the change advisory board to review changes, manages conflict resolutions and ensures successful implementation of change.Data driven analysis of metrics and trends, corelate and work towards service improvement plans.Prepare and Present key delivery/SLA/Service Management metrics with the client and account management teamsIdentifying and eliminating root cause barriers to accuracy, productivity, and quality.Ensure that proactive measures to improve the levels of service delivered are implemented as necessary.

Additional responsibilities:

Performing process training or retraining to production support teams.Conduct service reviews and instigate improvements within an overall Service Improvement Plan that is aligned with contract established with customer, ensure no gaps.Conduct process audits for conformance and document process gaps.

Basic Qualifications:

10 to 12 years of experience in IT of which at least 5-year experience in Service management / Process Implementation roleCandidate ideally should be a B.Tech/B.E/M.Tech in E&C or Computer SciencePossess ITIL/PMP/Six Sigma CertificationsKnowledgeable in ISO 20K & CMMi standards

Preferred Qualifications & Desired Competencies:

Excellent service management planning and process implementation skills based on ITILExcellent service contract management skillsExcellent verbal and written communication skills, including the ability to explain service level & quality parameters and metrics to senior managementGood knowledge in Cloud based infrastructure preferably AWSExpert in managing cross-functional teams, influencing key stakeholders, across the organization and within complex contextsProven experience or demonstrated capability in working with IT operations teams in complex and dynamic environmentsEffective influencing and negotiation skills in an environment where resources may not be in direct control of this roleChange Orientation: Champion a better, faster and simpler way of doing thingsApply original thinking and continuous improvement to processes, products, systems or services andChampion change to better serve customer needsCollaboration: Connect, engage and communicate with others, encourage open expression of ideas; communicate effectively at all levels and build strong relationshipsDemonstrate critical thinking to take appropriate risk and make sound and timely decisionsTake initiative to achieve superior, quality results against internal or external standards of excellence

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.