Bosch – Associate – Service Management
Job Description
• 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.
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Responsibilities
• 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.
Mandatory/requires Skills :
Experience with ITIL processes or ITIL certification.
Preferred Skills :
• 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.
