9412BRCompany Summary:As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.comAuto req ID:9412BRExternal Job Title:Cloud Service Management SpecPosition Responsibilities: Incident Management: + Lead technical triage bridge lines for fast restoral of customer impacting incidents/Major Incidents including post incident follow ups. + Rotating on-call requirement to maintain 24x7x365 coverage. + Timely and accurate completion of Incident records, including thorough documentation of timeline of events, mitigations, outcomes, and next steps. + Remain engaged in the ongoing process of investigating, troubleshooting, and providing resolution to technical issues, ensuring senior leadership is aware of activities being carried out by the team(s). + Participate in recurring and ad-hoc ITSM meetings (Incident post-mortems, Change Advisory Board, Problem Advisory Board, etc). + Provide guidance and training to support adoption of key ITSM processes (Incident, Problem, Change, etc). + Develop status and performance reports for staff and senior management and communicate status reports to key stakeholders. + Upgrade, maintain and use a Known Error Database (KEDB). + Other Incident Management tasks as assigned. Problem Management + Ensures all Incidents are logged, and relevant parties involved at the appropriate times. Connects Incident outputs to Problem Management processes for further action. + Participate in actions to report problems identified, including problem classification, categorization, and prioritization. + Adhere to the Problem Management plan, policies, processes, and procedures which reflect ITIL best practices. + Provide guidance for conducting Root Cause Analysis (RCA), evaluate the RCAs provided by problem analysts and conduct incident trend analysis to determine whether a problem needs to be recorded in accordance with the RCA Procedure. + Other Problem Management tasks as assigned. Change Management + Participate alongside other Change Managers, chair the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings. + Own, plan, execute, escalate, and facilitate various steps of the process as needed to ensure that changes are executed seamlessly and to minimize unpredicted impact from change. + Receives, assess, facilitate approval and overall end to end change management process to ensure only approved changes are deployed into Deltek’s Cloud production environment. + Collect change process metrics; design and implement process improvement measures to drive efficiencies and effectiveness in executing changes + Maintain the quality of the CMDB and work with stakeholders to ensure all Configuration Items are up to date + Share best practices, cross-train staff, and ensure that customers and key stakeholders are kept informed during the change request process + Other Change Management tasks as assigned. Work Location:India-RemoteQualifications: + Experience managing incidents preferably within Cloud or SaaS organizations. + Experience working in an enterprise 24/7 production environment supporting critical, real-time applications. + Experience with service management applications/platforms (esp. ServiceNow). + Strong communications skills (both written and spoken). + Strong meeting facilitation skills. + Demonstrated capacity to lead under pressure, make decisions in ambiguous situations, and drive cross group consensus in short periods. + Ability to work well interpersonally, cross-group, and cross-discipline at various levels up through executives, as well as influence and manage without direct authority. + Sound Incident identification, judgment, resolution, and decision-making skills. + Proven ability to understand complex business issues and align communications strategies and outcomes accordingly. + An ability to assess the priority of multiple incoming inquiries from management and internal employees. Education/Experience + BS/BA degree in Business, Information Systems or Computer Science or related discipline. Equivalent experience may substitute for education. + 1+ years of Process Management experience (Incident Manager, Change Manager, Process Engineer, etc). + Strong understanding of the ITIL framework. Foundations Certification preferred. Travel Requirements:NoApplicant Privacy Notice:Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice (https://education.deltek.com/web/du\_internal/Recruitment/Applicant Privacy Notice.pdf) . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.