Posted 12 June, 2026
A.Con DG US Implementation
KPMG
Bangalore,Karnataka,IN,560103
Full Time
Reference: 218_549848_30040779
Core Competency :
IT Service Management (ITIL Framework)
Digital Gateway Application Support
Problem & Change Management
Service Transition & Operations
SLA/KPI Monitoring & Reporting
Stakeholder & Vendor Management
Process Optimization & Automation
Risk & Compliance Management
Essential technical & functional skills
Willing to work hard, enthusiastic and self-motivated.
Strong analytical and advisory skills.
Good communication and interpersonal skills.
Able to work in fast moving and demanding environment.
Strong commitment, multi-tasking and team player.
Excellent oral and written communication skills in English (including strong presentation skills).
Excellent project management, analytical, interpersonal, oral and written communication skills.
Strong leadership and training skills.
Professionalism, dependability, integrity and trustworthiness combined with a cooperative attitude.
Highly motivated self-starter with ability to multitask and complete assignments within time constraints and deadlines
Dedicated to superior client service
Strong organizational skill and attention to detail.
Ability to thrive in a dynamic team environment
Roles & Responsibilities :
Lead service operations for Digital Gateway application, supporting global member firms and users.
Manage end-to-end incident, problem, and change processes ensuring SLA compliance and minimal downtime.
Collaborate with cross-functional teams to implement automation and self-service capabilities, reducing ticket volumes.
Drive continuous improvement initiatives aligned with ITIL standards, enhancing service quality and client satisfaction.
Prepare and present monthly service performance reports to senior leadership and stakeholders.
Preparation and maintenance of project status trackers.
Leading end client calls and project status updates
Improved service availability to 99.9% uptime through proactive monitoring and root cause analysis.
Reduced average incident resolution time significantly via process optimization
Coach and mentor team members
Stakeholder management
o Interact and seek clarifications from engagement teams on the assigned tasks
Interact with onshore to gather requirements for assigned tasks, deliver to requirements as applicable
Continuously adopt process improvements and work towards improving efficiency in the performance of the process with innovative ideas
Develop and deliver training sessions to the new joiners in the team
Assist junior team members while performing tasks
