Unilever - Manager - IT Operations

Function: Central AM

Reports to: Lead Manager

Scope: Global

Location: India

Role Details :

The role of the OCC IT manager is to manage the operations, driving resolution of issues for subsequent SAP modules and solutions. Have focus on the delivery supporting the run of the application across multiple functional / technical areas, maintainability and lower TCO for the business.

Accountabilities and responsibilities :

Following are the verticals that a SME would be responsible for :

- Ensure 100% SLA adherence in resolution of Tivoli based Remedy incidents

- Ensure 100% SLA adherence in resolution of Service Requests across SAP and NON-SAP Landscapes

- Ensure all SR's that are onboarded are not intrusive and have a SOP Document

- Ensure 100% SLA adherence in Callouts to L2/L3 Teams

- Weekly reviews with Cross function and platform SME's on Central AM Performance

- Bi-weekly Service review with Lead Managers and Director

- Should gather the use cases that can be automated and get the Automation onboarded

- Continuous Service Improvement

- Ensure all the alerts and monitoring mails that Central AM receives are valid on a monthly basis

- To monitor the tasks and activities of Central AM team and ensure each of their effort is properly utilised

- Vendor management - Managing and building relationships with vendors

- TCO - Drive reduction of TCO for the application or landscape

- Sustenance & Resilience - Ensure Sustenance and Resilience of capabilities delivered

- Build Talent and Teams - Invest in building talent

- Driving Innovations - Identify new technologies, innovations which will provide business value. Designing to Deployment of Solutions to meet business need

- Stakeholder Management

Vendor Management :

- Participate in functional and technical design reviews (QA process) with strategic IT suppliers and/or other 3rd parties when/where appropriate

- Hold vendors accountable for quality and timeliness of deliveries through governance mechanisms

- Ensure adequate knowledge sharing and retention through documentation and adherence to GPD

Drive TCO :

- Drive simplification to support the lowest possible TCO for each component in the systems landscape.

- Deliver above responsibilities within an agreed financial charging structure and budget

- Adopt methodologies of convergence, build once so that the cost of delivery is reduced

Sustenance & Resilience :

- Develop and maintain the roadmap for IT systems architecture change/refresh in line with destination architecture and aligned with business priorities for change projects and programmes

- Work with landscape management teams to ensure system hygiene, performance, KEC objectives are delivered

- Work with the release management teams to ensure gate process and release process is adhered to

- To work with the AM teams not only for transition of new projects, but also support of existing processes to ensure user satisfaction and call reduction

- Plan for infrastructure needs, service introduction and service transition and work with the EC teams for delivering it

- Ensure minimal business disruption. In case of a disruption, resolve the issue and the root cause with less downtime

- Ensure a stable and resilient system - this should be ensured in project delivery & BAU

Driving Innovations :

- Help ensure Technical and Security standards established are implemented and adhered to during design and implementation

- Develop strong relationships with other key stakeholders within Unilever IT

- Identify innovations, growth opportunities for exploration within the Operations and support space.

Process and Technology knowledge required:

One or many of the following Business Processes:

- Financials - Procure to Pay, Record to Report, General Ledger, Costing, COPA

- Order to Cash - Customer Service, Billing, Pricing