Professional IT Support

Responsibilities:

• The role of theIT Infra Run Tier1&2is to ensure IT Infra Run (which includes Service Desk Site Support and Network Run) performance is in line with expectations.

• The person will be responsible at an operational level for providing a workable organization and structure withinEMEA North Cluster.

• Ensurealignment between theclustersas well asto global standards

• Responsible and accountable forTier1&2responsibilities namely:

• First line of Support- User Focused

• Second line of Support- User and Infrastructure Focused

• Ensure propersupportorganizationmeeting SLA and target metrics

• Meetthe implementedSLAsfollowing the guidance from the ITSM organization

• Adhere toInformation Technology Infrastructure Library (ITIL) standards and best practices following the guidance from the ITSM organization

• Develop & maintain business relationships with stakeholders to ensureIT Infra Runperformance is in line with expectations

• Work together withIT Infrateam membersof other clusters for best practice sharing and collaboration

• Work together withother IT Teamsfor proper supportwithinEMEA North Clusterassets deploymentand SOP

• Act as a technical escalation point

• Acts as the point of contact forIT Infra RunwithinEMEA North Cluster

• Responsible for the quality and delivery of technology support services

• Escalate when/whereneeded;Ensurecommunicationsuccinctly to end users and across teams