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Service Catalogue and Service Level Agreement Manager

CC Staffing International
Other - Saudi Arabia
8 - 12 Years
Not Specified

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

CC Staffing International

About Recruiter

Functions : Human Resources

Industries : IT/Computers - Software, Real Estate

Skills/Roles I hire for: IT

level Hiring For: Junior Level, Mid Level, High Level, Top Management

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