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Service Catalogue and Service Level Agreement Manager

Keywords / Skills : SLAs, ITIL, ITIL Certified, Negotiation, Communication, Java, Analytical, Problem Management, DB2, Korn Shell

8 - 12 years
Posted: 2019-11-18

Afghanistan, Albanian, Algeria, American Samoa, An...
IT/Computers - Hardware & Networking
IT/Computers - Software
Other Software/Hardware/EDP
Bachelor's Degree
• Other
• Other
Posted On
18th Nov 2019
Job Description
• Single point of contact for the service catalogue and service level management

• Ensure accurate and up-to-date Service Requests Catalog and Service Level Agreement (SLA), updating the service management tool, and measuring and reporting on the Service Level Agreement (SLA) to management, etc.

• Measure and report on services’ performance (SLA achievement, asset status, capacity tracking, monitoring, business continuity activities, etc.)

Service Catalog:

• Develop and maintain the service catalog Skelton

• Work with the service owner to define the service and service requests

• Work with the service owner to define the service request workflow, approval matrix and the needed details for each request

• Work with the service management team to configure the service requests under the service management tool

Support Level Management:

• Develop and maintain the Service Level Agreement

• Agree on the SLA targets with business management and delivery groups

• Work with the service management team to configure the SLA under the service management tool

• Report on the SLA achievement to management and business owner

• Follow up the SLA achievement with the support groups and escalate when needed

• Work with the support groups to identify the root cause behind SLA breaches and agree on corrective and preventive actions

Service Reporting & Reviews:

• Arrange for the internal review meetings with IT director and function heads

• Arrange for the business review meetings with IT director and business managers

• Define the process strategy and assist with the process design

• Sponsor, design, and manage process changes and improvement

• Ensure the appropriate levels of documentation and communication

• Periodically review and audit process compliance and performance

• Address process-related issues and review opportunities for process improvements

• Ensure process resources have required knowledge to perform activities

• Coordinate all process related activities and ensuring activities are carried out as required

• Appoint resources to the required roles and manage process resources

• Identify process improvement opportunities for inclusion in the CSI register

• Work with the CSI manager to prioritize process improvements

• Make improvements to the process implementation
• Hands on experience of DB2 V9/7, V10.5 and 11.5 LUW

• Expert hands-on knowledge of Db2 replication technologies

• Hands-on experience in Disaster/recovery as well as working in a High Availability environment with aggressive SLAs

• Good understanding of LINUX REDHAT V7.0 and Windows Server 2016

• Understanding of KORN-SHELL scripting, C++, JAVA coding

• Good understanding on HADR with TSA clustering and share filesystems

• Good understanding of IBM TSM, Symantec/Veritas backup configurations

• Very good experience of DB2 Utilities including REORG, BACKUP, REBUILD, TRANSPORT, RESTORE, LOAD FROM CURSOR, DB2MOVE and more.

• Good understanding of data Encryption, auditing tools and security protocols

• Very good experience in SQL coding and DB2 scripting

• Hands-on Experience on Oracle 11G, RAC, SQL/Server 2012

• Good written and verbal communication skills

• Honest, hardworking, loyal, patient, diligent, knowledge sharing and essential team player. Adaptable, approachable, reliable, helpful and trustworthy.

• Able to work in a pressured demanding environment especially when there are high severity incidents to resolve.

• Excellent skills in Microsoft Office tools including Visio, Powerpoint, Exel and Email

About Company

CC Staffing International
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