-Understanding of how business components are working and be able to assess the business impact for any critical situation, change or proposal
Service level management - Monitor service delivery performance metrics with the help of ITSM tools e.g. Aspen, Power BI and liaise with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.
Vendor management-Engage with Vendors to ensure that contractual agreements are measured and properly followed
Change management-Engage with project management to ensure that your and 3rd party provider services support teams are ready for the possible consequences and have a communication and reaction plans in hand
Problem management-Investigate recurring problems in systems, processes, and services.Assist with the implementation of agreed remedies and preventative measures.
Incident management-Following agreed procedures according to ITIL standards, you will identify, register, and categorize incidents.Gather information to enable incident resolution and promptly allocate incidents as appropriate.Maintain record and advise relevant persons of actions taken.
Critical Incident management-Ability to manage critical incidents if needed
Expectation and Relationship management-Implement stakeholder engagement/communications plan, deal with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collect and use feedback from customers and stakeholders to helpmeasure effectiveness of stakeholder management.
At least one of the belowbullet points of point #2must be matching:
At least 2 years of Service Management experience in major MNC (preferable of Network providers). Cisco Network vendors certification is desirable (CCNA and above). Network administration experience together with clear understanding of WAN, SD-WAN, LAN, Firewall, IPS, Network Redundancy approaches, Switch and Wi-Fi controller. Information Security fundamentals knowledge.
2 years of service desk experience (Office and Distribution Centers experience will be appreciated),including Laptops, Mobiles, Meeting rooms, POS machines, mobile POS, Digital devices.
Strong risk and expectation management skills
Self-driven team member, who is creating own goals and reporting on them
Ability to adapt to changes
Excellent customer service skills
Fluent English language
Required skills:
Functional process knowledge
ITSM tools e.g., Service now
Power BI capabilities (Nice to have)
ITSM capabilities - Mandatory
ITIL or CCENT/CCNA/Network certification preferred