Job Description

Expectations
The ICT System Responsible ...

• Understands how the ICT System contributes to the ICT Solution and the needs of the Partner(s)

• Is the functional/technical specialist for the ICT System

• Guarantees the operational working and continuity of the ICT System

• Acts as the point-of-contact and escalation point for the ICT System

• Knows the underlying components and how they interact

• Manages all aspects related to the ICT System

Responsibilities and main tasks
As the ICT System Responsible, I am responsible for aligning with the relevant stakeholders to ensure the ICT System meets the needs of the Partner(s) and the agreed commitments of the Business service offering to which it contributes

• Liaise with the Service Delivery Manager to understand the needs of the Partner(s) and the commitments

• Liaise with the ICT Component Responsible(s) to ensure the agreed commitments are met

• Provide functional/technical insights to the Service Delivery Manager and communicate service offering delivery issues (acts as the single technical/functional counterpart of the Service Delivery Manager)

As the ICT System Responsible, I am responsible for following up on the operations of the ICT System to ensure the quality is guaranteed in line with the agreed commitments

• Ensure the necessary plans are in place in case of major incidents related to the ICT System to restore normal operation as soon as possible

• Coordinate the resolution of service delivery issues in case they cannot be resolved at the ICT Component level (= escalation point)

• Proactively identify and manage problems related to the ICT System

• Ensure proper monitoring on the ICT System (if applicable) and provide input on the events to be monitored

• Act as the asset owner of the ICT System and ensure the configuration item and configuration model is created and maintained

As the ICT System Responsible, I am responsible for validating changes to the ICT System to ensure cohesion between the ICT Components and their interactions

• Maintain an overview of the ICT Component(s) that are part of the ICT System and ensure they work together efficiently

• Ensure that the adaptations of the ICT System and underlying components remain in line with the architectural choices and that they do not compromise the operational stability

• Ensure that the ICT System remains compliant and responds to the security requirements and align with the ICT Component Responsibles on this matter

• Interact with ISOs (Information Security Officers) when required (e.g. security questions for the entire ICT System)

• Approve changes on the overall ICT System (and take part in the CAB meeting when requested)

As the ICT System Responsible, I am responsible that the documentation on the ICT System is up-to-date to ensure related knowledge is created and maintained

• Ensure that the ICT System, including the interactions between the ICT Components, is well documented

• Answer questions and provide advice related to the ICT System

As the ICT System Responsible, I am responsible for the overall management of the ICT System to ensure stakeholders are informed and improvement actions are identified

• Monitor the performance (availability, incidents, etc.) and cost of the ICT System

• Report on the performance (availability, incidents, etc.) and cost of the ICT System

• Proactively identify and follow-up on improvement initiatives related to the ICT System

As the ICT System Responsible, it's part of my job to take up roles in the ITSM processes that give an answer to some of the above responsibilities, such as ... (nog aan te vullen met rollen uit die processen, input van Sara)

Skills Required