Job Description

Accountable for effective management of Service Support (Change Management, SLM, Inventory Management, Config Management etc) processes and compliance of the processes in BAU. Functional responsibility of the Service Support team.
Required Technical and Professional Expertise
Accountability for audibility of the documented Incident, problem and change process & SLM, Inventory Management, Config Management.
Deploying the documented process, including education of process users during deployment
Ensuring improvements to the process through required service improvements plans.
Assisting in resolution of process exceptions that arise during normal day-to-day process activities as requested
Monitoring regular process measurements
Address and analyze negative trends that impact effectiveness or efficiency of the IPC processes & SLM, Inventory Management, Config Management
Ensuring appropriate issue records are opened to address negative trends that are associated with specific operational areas or functions
Ensuring ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution
Performing post-resolution incident reviews and evaluating the effectiveness of incident resolution
Orchestrate Incident Recovery by driving Incident Bridge. Consolidating an integrated resolution plan when multiple competencies/Business Units are engaged
Acting as coordinator for multi Service Provider for Severity 1 Incidents/Major Incident
Determining the impact and urgency of an incident and assigns priority.
Creates a resolution plan outlining actions to resolve and recover incident.
Responsibilities to Resolve, Recover and Close. Determines most appropriate approach to be used in resolving and recovering incident. Invokes Problem Management process where further investigation into root cause is required
Communicates status to client of High priority incident throughout the Incident Lifecyle, as per communication plan.

Preferred Technical and Professional Experience
Graduate degree or equivalent qualification in Computer Science, Electronics & telecommunication.
Proficient in using MS Office tools.
Preferably MCSE / CCNA certified
Project Management Skills
ITIL v4 (Inter/Expert) / COBIT / PMP Certification
Good understanding of infrastructure technologies
Understanding of Hybrid Cloud, IaaS & PaaS Architecture, Networking Knowledge, Storage/database
Required Education
Bachelor's Degree
Preferred Education
Master's Degree
Education: Any Graduate
Industry: IT-Hardware/Networking, Telecom

Skills Required