Senior Engineer- Service Management

Senior Engineer- Service Management

First Abu Dhabi Bank
Not Specified
Not Specified

Job Description



Job Description

Process Owner: Accountable for ensuring that their process is performed according to the agreed and documented standard and meets the aims of the process definition.
Accountabilities
Process Owner:
  • Sponsor, design and change manage the process and its metrics.
  • Define the process strategy and periodically review it
  • Ensure that appropriate process documentation is available and current.
  • Define appropriate policies and standards to be employed throughout the process.
  • Periodically audit the process to ensure compliance to policy and standards.
  • Communicate process information or changes as appropriate to ensure awareness.
  • Provide process resources to support activities required throughout the service lifecycle.
  • Ensure that process technicians have the required knowledge and the required technical and business understanding to deliver the process, and understand their role in the process
  • Identify improvement opportunities for inclusion in the CSI register and assist with these improvements.

Specific Accountability
  • Perform the Process Owner role for the Change Management process.
  • Design change hierarchies, criteria, change models and workflows.
  • Liaise with Process Owners to ensure that there is an integrated approach to the design and implementation of Change Management, Service Asset and Configuration Management, Release and Deployment Management, and Service Validation and Testing.
  • Prepare and manage Change Management tools and processes.
  • Manage the Change Schedule (CS) and Projected Service Outage (PSO)
  • Coordinate key interfaces between Change Management and other processes in particular, Service Asset and Configuration Management and Release and Deployment Management.
  • Articulates functional / non-functional requirements

Qualifications
  • Strong Customer Service Skills, verbal and written.
  • Strong experience of ITIL implementation and its operations.
  • Good experience of ISO 20000 certification and compliance requirements.
  • Good understanding of Service Delivery, Technical Infrastructure and ITSM toolsets.
  • Excellent communication and analytical skills.

Job Details

Employment Types:

Function:

Roles:

Now it's your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We're looking for the brightest and best to help us reach our goals and we'll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.

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