Provide a point of escalation and leadership for high-priority incidents follow-the-sun.
Facilitate efficient Incident Management process and ensuring timely and formal communication with customers and internal partners for high-priority incidents.
Define, report and track service quality metrics.
Ensure a seamless transition to Problem Management while maintaining comprehensive oversight.
Analyse performance metrics to prepare and present service performance reports
Instigate and drive service improvement initiatives.
Ensure effective operation of the Change Management process including risk assessment, approval and sign off.
Ensure efficient use of Change Management tools in line with global processes.
Collaborate with relevant teams to keep SLA/SLO accuracy.
Ensure process alignment with the ITIL and COBIT frameworks.
Collaborate and contribute with the overall success of all ITSM-related functions (Incident, Problem and Change Management, Service Governance, Service Continuity and the Technical Operations Centre)
Qualifications:
5+ years experience in an IT or technology support role. With 3+ years of Service Management experience.
ITIL V4 and COBIT framework adherence proven track record.
Solid experience collaborating with Incident Management to write and socialize executive-level Incident Reports.
Solid interpersonal skills and comfortable interacting with partners at both infrastructure and application levels. Must be willing to step up and drive major incidents involving production environments with a strong sense of urgency.
Excellent communication skills. Exceptional verbal, written and listening skills are essential to exert influence within the organization and with partners and supplier. A specific skill is the ability to summarize and communicate complex technical issues concisely to senior internal partners and customers
Good report building and presentation skills (PowerBI, PowerPoint, Excel, ServiceNow)
Good in Resource Planning, Forecasting and Continuous Improvement (Solid grasp of Project Management tooling. Gantt, Kanban, Agile Framework (scrum), Kaizen, et cetera)
