- Lead high severity incidents/Command Centers and collaborates with multiple internal teams across disparate groups to restore services when major incidents occurs
- Manages high severity incident communications to all stakeholders and provide regular updates to management and stakeholders until incident closure
- Support and assist in high severity incidents and drive problem management meetings, gather required experts to perform root cause analysis for problem resolution
- Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes
- Track and ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance
- Ensure all operational support material is complete and all process comply within internal security and technology standards
- Prepare and deliver status updates / report to management
- Log and track problem tickets relating to S1/S2 or high impact issues
- Maintain processes, templates and SOP, website and information related to incident and problem management
- Assist senior leaders in disaster recovery planning and activities
Requirements
- Bachelor's degree or Diploma in computer science or other highly technical, scientific discipline
- 5-10 yrs of Technical / Application Support or Incident / Problem management experience
- Proven experience of working efficiently in a cross functional team
- ITIL v3/v4 certification and strong service oriented experience / background
Please click Apply Now should you be interested to proceed with the job application.
Only shortlisted candidates will be responded to, if you do not receive a response within 14 days, please accept this as a notification that you have not been shortlisted.
EA Licence No: 11C5502
EAP Registration No: R1876670
