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Keywords / Skills : ITSM, ITIL, KPI, SLAs, Incident Management, Change management, Problem management, Asset Management, Configuration Management

10 - 20 years
Posted: 2019-09-04

Albanian, Andorra, Austria, Azerbaijan, Belarus, B...
IT/Computers - Hardware & Networking
System Administrator
Bachelor's Degree
• Other
• Other
Posted On
4th Sep 2019
Job Ref code
Job Description
• As a cross functions lead, act as a single point of contact for the execution of ITIL Processes like incident management, problem management, change management, etc.

• Implement & contribute with other divisions to achieve ISO 20000, 27001

• Capable to connect, update and manage discussions with the customer for all in-scope infrastructure related technical services Networking, Servers, VMware, Storage ...etc.

• Capable to drive and collaborate with multiple stakeholders on day to day operations to bring in coordination across the technical towers

• Lead the ITIL Process resources to achieve the Process KPIs and Service level targets

• Act as a crisis manager during the occurrence of critical incidents, guide Pro-active problem management, address critical issues to avoid change failures, ensure up-to-date maintenance of CMDB, achieving the Availability and capacity targets

• Ensuring the Process adherence, meeting the quality norms of the customer

• Driving the internal audits, define and drive service improvement programs based on the external audit findings

• Report the Customer on all Process areas as per the Contractual agreements (SLCs)

• Manage IT Operation Management staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance

• Analyze IT Operation Management costs, value and risks of IT Services to advise management and suggest actions

• Maintaining consistent service availability across all IT Operation Sites by implementing disaster recovery, fault tolerance plans, reliable backups for all systems and connections

• Manage cross Service Lifecycle analysis, management and integration

• Design & development of Operation Plan, Operation Schedule, Standard Operation Processes, SLAs & Service Catalog as per the Operation Contract

• Maintain process maturity and CSI at prescribed levels

Additional Requirements:

• 10 - 15 YEARS Experience in ITSM practice in managing various ITIL process roles Incident manager, Problem manager, Change manager, Asset and Configuration manager…etc.

• ITIL 2011 Expert Certified, Knowledge of ITSM Tools

• Capability to deliver ITIL Foundation & Intermediate Training

• Excellent team management skills and inter-personal skills

• Excellent Presentation skills, verbal and written communication skills and facilitation skills

• Good documentation and process flow diagramming skills

• Graduate in Management / Engineering / Computer sciences

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