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Technical Service Delivery Specialist

extra holidays - extra parental leave
Remote: 
Full Remote
Experience: 
Senior (5-10 years)
Work from: 
India

Offer summary

Qualifications:

5-9 years of experience managing incidents, Bachelor's or master's degree in IT, Experience with cloud computing and ITSM tools, Strong communication skills with leadership.

Key responsabilities:

  • Provide 24x7 availability for major incidents
  • Manage communications during incident resolutions
McGraw Hill logo
McGraw Hill Edtech: Education + Technology Large http://www.mheducation.com/
1001 - 5000 Employees
About McGraw Hill
We are a leading global education company that partners with millions of educators, learners and professionals around the world. At McGraw Hill, we believe that your diverse experiences enrich the way you learn, teach and grow. Every educator teaches differently. Every institution has a unique approach. Every learner forges their own path to become who they want to be. We know that no two journeys are the same – and support your path, wherever it may take you. Our mission is to guide you along the path to unlock your potential, no matter where your starting point may be. Through our commitment to equity, accessibility and inclusion, we foster a culture of belonging that respects and reflects the diversity of the people and communities we serve. For over 130 years, we have never stopped innovating to meet the ever-changing needs of educators and learners – and will continue to support and celebrate your efforts every step of the way. Find your path to what’s possible. Learn more at https://careers.mheducation.com/
See more McGraw Hill offers

Job description

Overview

Build the Future

Our Global Technology Solutions (GTS) team provide our global business the tools, the technology, and the expertise so that we can continue to deliver market-leading educational solutions to our customers. Due to continued business success, we are expanding our team across India and have several exciting positions available. Supporting our users across our global business, we have a new opportunity for Technical Service Delivery Specialist. Bring your unwavering dedication and together, we’ll deliver work that matters.

Your impact on the team:

As a Technical Service Delivery Specialist, you will be ensuring the effective delivery of IT operational support services across various vendors, systems, and platforms within the enterprise. This role encompasses critical incident management and change management, guaranteeing smooth service delivery while adhering to established processes.

What you will be doing:

  • Provide 24x7 availability to respond to major incidents, with a rotation schedule coordinated with the Technical Service Delivery Manager
  • Manage communications with executive leadership and the broader organization during incidents, following company communication guidelines.
  • Coordinate the troubleshooting team by gathering necessary personnel, delegating tasks, and overseeing incident resolution efforts.
  • Maintain thorough documentation of incident status and findings for root cause analysis (RCA).
  • Serve as the Change Manager for infrastructure, including Oracle Cloud Infrastructure (OCI), Azure, and back-office applications.
  • Facilitate weekly Change Advisory Board meetings to review and approve or decline proposed changes.
  • Collaborate with technical groups and business owners to identify and diagnose potential quality issues before they escalate and cause production problems.
  • Review and collaborate with application owners to ensure that the correct contact information is listed in both the CMDB (Configuration Management Database) and the Incident Management tool used for handling incident events.

What we are looking for ?

  • 5-9 years of experience in managing and leading critical incident resolution.
  • Bachelor’s/master’s degree in information technology or related field.
  • Strong written and verbal communication skills especially experience in communicating to senior leadership during incident events.
  • Experience in managing critical incident response of 3rd party vendors (Microsoft, Oracle, Informatica, Saleforce, etc)
  • Experience with cloud computing including security audit, disaster recovery, network, server, storage, monitoring
  • Experience with ITSM tools, preferably Service Now and Exigence
  • Experience creating and documenting high-quality process, procedure, policies, standards and best practices.

Shift Time- 6:30 PM IST - 3:30 AM IST

Why work for us?

Could your creative thinking build the future? Technical Service Delivery Specialist at McGraw Hill make a difference for learners and educators across the world. Our team needs individuals with new ideas who connect with people in innovative ways

48165

Required profile

Experience

Level of experience: Senior (5-10 years)
Industry :
Edtech: Education + Technology
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Cloud ComputingIncident ManagementChange ManagementInternal DocumentationOracle CloudIncident ManagementServiceNowMicrosoft AzureContinuous MonitoringDisaster RecoveryStorage ManagementNetwork ManagementServer Administration

Other Skills

  • Communication
  • Troubleshooting (Problem Solving)
  • Team Management
  • Delegation Skills
Are you interested?

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