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2.7

based on 996 Reviews

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812 Apex Group Jobs

Service Delivery Problem Analyst

Apex Fund Services LLP

 · 

2.7

 based on 996 Reviews

2-6 years

Hyderabad / Secunderabad

Service Delivery Problem Analyst

Apex Group

posted 4 days ago

Job Role Insights

Fixed timing

Key skills for the job

Customer Service Accounting Servicenow Team Leading Change Management ITIL

+ 10 more

Job Description


The Apex Group was established in Bermuda in 2003 and is now one of the worlds largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

Thats why, at Apex Group, we will do more than simply empower you. We will work to supercharge your unique skills and experience.

Take the lead and well give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Service Delivery Management:
  • Responsible for service delivery to all assigned customer(s) to the Service Level Agreements (SLA) and Operational Level Agreements (OLA)
  • Accountable and responsible for all Service Operations Processes (Incident, Request, Problem, Capacity etc.), amend and create new processes where appropriate.
  • Take ownership of all major incidents and coordinate efforts across multiple teams and departments from identification through resolution.
  • Coordinates the activities for Problem Management.
  • Send clear and regular communications to various stakeholders during major incidents to keep everyone informed.
  • Manage the service desk tool (s), enhance and innovate where appropriate.
  • Maintain, monitor and improve services.
  • Liaison to customer for escalations and service quality.
  • Identify project risks and issues, maintain risk register, and issues logs.
  • Ensure that all operational procedures are executed.
  • Responsibility for the testing and monitoring of all DR procedures.


    • Reporting:
  • Ensure customer satisfaction levels are maintained.
  • Report on KPIs and SLA achievements, on daily, weekly, and monthly intervals where appropriate.
  • Major incident reporting.
  • Provide input/analysis on Staff Performance
  • Maintain & monitor customer satisfaction levels.


    • Vendor Management
  • Management of local and global suppliers.
  • Develop and maintain professional / trustworthy relationships with vendors.
  • Negotiate pricing and contract reductions where appropriate.
  • Complete vendor assessment forms.
  • Liaise with the customer and external managed service vendors to coordinate IMAC-Ds on new/existing WAN connections.


    • Compliance
  • Ensure project documentation is up to date (e.g. SOHB, ISO processes, etc).
  • Configuration changes as required (e.g. Categories, accounts, escalations, notifications, assets, forms, etc).
  • Own processes and ensure customer requirements are met (Infosec, compliance, etc).
  • Ensure the adoption of Apex Processes and procedures across the acquired company, in line with the timelines of the transition project.
  • Support client audits with documentation and audit responses in relation to IT questions.


    • Competencies/Experience:
  • 3rd Level Degree in IT Discipline or similar.
  • 3+ years in a management/leadership role delivering service against SLAs or agreed targets.
  • Strong leadership and influencing capabilities.
  • Good presentation skills and Communication skills.
  • Good documentation skills.
  • PM certification desirable.
  • Experience with OLAs, managing internal customers.
  • Experience in working with business auditors and the associated documentation.
  • Experience with managing vendors, and budgets.
  • Experience leading an IT team either in Supervisor, Team Lead or Manager role.
  • ITIL Certified v4 with experience in an ITIL environment,
  • Experience with Incident/Problem/Change management processes, experience in outsourced IT preferable, technical background in infrastructure required.


    • DisclaimerUnsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.


    Employment Type: Full Time, Permanent

    Functional Areas: Other

    Read full job description

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    What people at Apex Group are saying

    What Apex Group employees are saying about work life

    based on 996 employees
    58%
    93%
    82%
    90%
    Strict timing
    Monday to Friday
    No travel
    Day Shift
    View more insights

    Apex Group Benefits

    Submitted by Company
    Personal Development Training and Seminars
    Employee Assistance Programmes
    Local Benefit Schemes- Gym Membership or Cycle to Work Initiatives
    Mental Health Workshops
    Thrive- employee recognition platform
    Submitted by Employees
    Work From Home
    Health Insurance
    Job Training
    Free Transport
    International Relocation
    Cafeteria +6 more
    View more benefits

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