JOB OBJECTIVE:
Responsible to support the delivery of services or service technology to clients or internal employees. Maintain and support policies designed to ensure consistently high service performance, evaluate existing services, develop quality improvement processes
KEY ACCOUNTABILITIES:
IT Incident Management
- Manage end-to-end coordination, leading, and communicating during incident management including major incidents to minimize the business impact of potential exposures and threats to the organization
- Analyze major incidents and identify their root causes thru Problem Management.
IT Service Management:
- Support and maintain the organization's service portfolio management.
- Co-perform business impact analysis for all existing and new services to drive effective future business decisions making.
- Help assess risk, identify critical services and system dependencies and advise on implementing countermeasures.
- Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and operational requirements.
Change Management
- Plan and support for change management tools and processes.
- Verify tests conducted by release and deployment management or other teams.
- Plan and manage support for service testing and validation tools and processes.
- Maintain a comprehensive IT testing schedule, including testing all continuity plans in line with business requirements and after every major business change.
Process Improvement
- Support metric reporting and dashboards continual service improvement (CSI) critical success
Operational Projects
Support the execution of technical projects and coordinate with IT and other departments throughout project phases
Minimum Qualifications: Bachelor's degree in information systems, Engineering or equivalent is essential
Certifications: ITIL Foundation certification is essential , and Lean Six Sigma – Greenbelt is preferred
Minimum Experience:
- 3 years of experience in managing IT services, service delivery and demand management
- Specific technologies of note include but not limited to Microsoft and Oracle Server & client operating system and infrastructure applications
