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Assistant Manager, End User Services in Bengaluru at Ocwen Financial Corporation

Date Posted: 3/21/2019

Job Snapshot

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Job Description



This individual will be responsible for the following

• Manages the configuration management process which consists of establishing and maintaining a configuration model, repository and baseline
• Maintains and controls configuration items, producing status and configuration reports, verify and review the integrity of the configuration repository (CMDB)
• Maintains the linkages in the CMDB that align hardware, network, software and third party assets and capabilities


• Executes the defined configuration management process, ensuring all individual configuration items (CI's) are tracked in accordance with the process and that all potential exceptions are reported and escalated. Protects and maintains integrity of data stored in the Configuration Management Database (CMDB).
• Maintains the Configuration Management Process and drives continuous improvement
• Ensures all new and existing CI's conform to required standards and regularly samples CI's as part of controlled process.
• Liaises with change control process to ensure CI's are accurately updated in the CMDB at the conclusion of CI status-impacting activities.
• Liaises with CI owners for training, communications and stakeholder management to ensure that CI's remain fully linked to and part of the overall process for configuration management.
• Executes quarterly sampling of CI's to validate compliance to defined Configuration Management Build Guides.
• Facilitates monthly working group meetings to report out process adherence and gain approval for process updates.
• Produce monthly metrics to demonstrate fulfillment of key performance indicators.
• Demonstrates adherence to documented process by producing audit evidence as required.



To perform this job successfully, an individual must have the following education and/or experience:

• Bachelor's Degree or relevant work experience
• Preferred Majors: Computer Science, Engineering, Business Administration, or a closely related field
• Minimum 5+ years of relevant experience in IT Configuration Management, understanding of intersections of process with IT change management, problem and incident management
• ServiceNow Configuration Management and Discovery Module Experience required; developer experience a plus
• Familiarity with contemporary configuration management technologies such as Chef, Puppet, Ansible or Salt
• ITIL certification preferred
• Proficient in Microsoft Office product suite
• ServiceNow Configuration Management and Discovery Module Experience required; developer experience a plus


• Expert level knowledge of configuration management methodologies (ITIL), functionality and implementation approaches
• Practical knowledge of industry-standard change management methodologies (ITIL), functionality and implementation approaches
• Practical knowledge of industry-standard problem and incident management methodologies (ITIL), functionality and implementation approaches
• Disciplined process manager
• Communicates effectively in order to negotiate scope changes and in order to determine how each change request should be handled and by whom
• General understanding of role-relevant issues and trends
• Proven ability to manage people, projects, budgets, administrative tasks, and cost
• Seasoned experience in a process or a technology leadership role or expert level depth in technical field
• Demonstrated (ITIL)process management skills and ability to influence others that may have a more senior position
• Ability to meet deadlines, and to operate under stress and tight deadlines.
• Experience at working both independently and in a team-oriented, collaborative environment is essential


• Intellectually curious
• Strong interpersonal, written and oral communication skills
• Disciplined
• Behaves as a leadership role model
• Builds strong working relationships
• Drives and delivers exceptional results
• Builds and motivates a high performing team
• Persuasive, encouraging, and diplomatic
• Ability to elicit cooperation from a wide variety of sources
• Adept at conducting research into product and service-related issues
• Ability to effectively prioritize and execute tasks in a high-pressure environment


• ITIL V3 certification

Ocwen is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to Diversity & Inclusion ensures that we are an organization that creates, promotes and sustains an inclusive work environment in which diversity, inclusiveness and respect are integral parts of our culture and work environment. Building the reputation as an outstanding place to work, a great business partner and a valued community member is our everyday endeavor.

Ocwen’s mission is to delight our customers through caring service and innovative lending solutions. We proudly serve over 1.3 million families with their mortgage needs by helping to find real solutions that benefit our customers and help to build stronger communities. Helping Homeowners is What We Do!®

Consider an opportunity to join our global team and put “Caring in Action” while growing your career.

Primary Location: IN-KA-Bangalore
Work Locations:
Bangalore Pritech 2 (PTECH-2)
Pritech SEZ Park, Block Number 12
5th Floor B Wing and 6th Floor A WingBellandur Village, Sarjapur Marathahalli Ring Road
Bangalore, 560103

Job: Information Technology
Organization: India Business Unit
Schedule: Regular
Job Posting: Feb 21, 2019, 5:21:57 PM