Job Description
Part of Escalation management team to Incident resolution
• Document and agree requirements and produce SLRs
(Service Level Requirements)
• Review, Negotiate and Sign OLAs
• Review and document (when applicable) ITSM processes
• Work on Continual Service and Process improvement plan through the entire IT Organization
• Work on Business Services SLA’s and sign off with Relationship managers
• Work on Business IT Services
Catalogue and sign off with
Relationship managers
Evaluate the effectiveness and
efficiency of the Services and Processes
• Prepare IT processes assessment reports
Job Requirements
Qualification / Capabilities:
Education:
• University Degree Holder in Computing / IT or equivalent industry experience;
Experience:
• Minimum 5 years of
Information Technology Area experience with minimum 2-5 years ITSM experience, preferably in a Banking and Finance environment
Minimum 3-yearexperience in service and process improvements role.
Skills/Attributes:
• A good understanding of the overall organization
• Knowledge of
organization structure and the business-to-customer relationships
• Analytical abilities and technical knowledge
• Good communication skill and presentational skills
• Service Oriented mind-set
• Knowledge of Service
Level and Catalogue
Management
• ITIL certification is preferred