Global Duty Service Manager

Cubic Transportation Systems; Hyderabad; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

The Global Duty Service Manager at Cubic Transportation Systems will join the Global ITIL Operations Team to provide 24/7 cover via a 4x4 shift rotation, acting as the senior escalation point for major incidents and ensuring governance across major incident, incident, and problem management. You will lead high-priority communications and drive global process adherence.

You will drive policy, process, and procedures in line with ITIL best practice, support training, audits, and KPI reporting, and

Qualifications

• Ability to work in a fast-paced, high-pressure environment.
• Strong analytical skills and risk mitigation mindset.
• Experience in ITIL processes and major incident management.
• Effective communicating with senior stakeholders.
• Proficiency in MS Office (Word, Excel, PowerPoint).

Responsibilities

• Drive ITIL governance and process adherence globally.
• Coordinate incident response, post-incident reviews and KPI reporting.
• Manage Incidents, Major Incidents, Problems and Escalations at a global level.
• Support training and audit requirements.
• Collaborate with Process Owners to align policies and improvements.

Skills

Critical thinking

Stakeholder communication

Teamwork

Data analysis

ITIL knowledge

Reporting experience

Education

A Level education or equivalent

ITIL v3/v4 Foundation certification

Tools

Word

Excel

PowerPoint

Microsoft Office

Job description

Business Unit: Cubic Transportation Systems Company Details: When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners. We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.

Job Details: Job Summary: The Global Duty Service Manager will work as a member of the Global ITIL Operations Team providing 24/7 cover via a 4x4 shift rotation, acting as the Senior Service Escalation point, reporting to the Global Manager for Major Incident and Problem Management. The Global Duty Service Manager will lead communication of all high priority Incidents and escalations and is responsible for facilitating high performance and collaborative working within the Global ITIL Operations functions, ensuring governance and adherence to the following: Major Incident Management Incident Management Problem Management Escalation Management Out of Hours Emergency Change Approval

Essential Job Duties and Responsibilities: Responsible for driving the policy, process and procedures in alignment with ITIL best practice in conjunction with Process Owners Manage Incidents, Major Incidents, Post Incident Reviews, Problems and Escalations at a Global organizational level Identify, analyze, prepare risk mitigation via relevant processes Support training efforts and audit requirements Compile and hold reviews of KPI’s, SLAs, OLAs & monitor performance to ensure they are achieved and elevate as required and tracking and reporting process governance failures Assist other Global ITIL Operations functions in promoting and driving adherence to their Processes

Minimum Job Requirements: Ability to be a critical thinker Able to work in a fast-paced high-pressure environment often engaging with senior stakeholder during a major event Able to work both individually and as part of a team to ensure system and performance reporting are accurate, timely, and most importantly, correct Able to make a significant contribution in a team environment Exceptional listening and analytical skills Reporting experience across a range of Customers Strong understanding of ITIL processes Ability to identify trends and interpret data The use of Microsoft Office particularly, Word, Excel and PowerPoint. An understanding of Cubic Technology A wide understanding of customer service processes and methodologies

Education and Qualifications: Essential A Level education or equivalent Desirable: ITIL v3/v4 Foundation certification

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.

Worker Type: Employee

We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.

Cubic creates and delivers technology solutions in transportation that make people’s lives easier by simplifying their daily journeys, and defense capabilities that help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global challenges through innovation and service to our customers and partners. We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). CTS is an industry-leading integrator of payment and information solutions and related services for intelligent travel applications. CTS delivers integrated systems for transportation and traffic management, delivering tools for travelers to choose the smartest and easiest way to travel and pay for their journeys, and enabling transportation authorities and agencies to manage demand across the entire transportation network.

Cubic Defense provides networked Command, Control, Communications, Computers, Cyber, Intelligence, Surveillance and Reconnaissance (C5ISR) solutions, and live, virtual, constructive and game-based training solutions for both U.S. and Allied Forces. These mission-inspired capabilities enable assured multi-domain access; converged digital intelligence; and superior readiness for defense, intelligence, security and commercial missions.

Cubic is proud to have a presence in over 60 countries and employ over 5,000 people worldwide. We are committed to hiring and retaining a diverse workforce and are proud to be an Equal Opportunity/Affirmative Action-Employer.

We are committed to ensuring a workplace free of discrimination based on race, color, religion, age, disability, genetic information, sex, sexual orientation, gender identity, or national origin, military or veteran status, and any other basis protected by applicable law.

For more information on Equal Employment please visit: http://www.cubic.com/Careers/Applicant-Help To learn more, visit Cubic.com. Follow us on LinkedIn!