Job Description:The ITSM role will be responsible for:Planning and managing support for incident management tools and processesCoordinating interfaces between incident management and other service management processesDriving the efficiency and effectiveness of the incident management processProducing management informationManaging the work of incident support staff (first- and second-line)Monitoring the effectiveness of incident management and making recommendations for improvementDeveloping and maintaining the incident management systemsManaging major incidentsDeveloping and maintaining the incident management process and proceduresCoverage for all these activities is 24 X 7ITIL certification is a plusKey responsibilities include:Establishing and maintaining a constructive relationship between the service provider and the customer based on understanding the customer and their business driversIdentifying changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided.Establishing and articulating business requirements for new services or changes to existing services.Ensuring that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents.Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs.Negotiating and agreeing OLAs (Operational Level Agreements) and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the service.Ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets.Usage of the monitoring toolsEnsuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence.Ensuring that service performance reviews are scheduled, carried out with customers regularly and documented, with agreed actions progressed.Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers.Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually.Managing customer complaints including their recording, management, escalation (where necessary) and resolution.Measuring, recording, analyzing and improving customer satisfaction required to effectively support the assigned client.MINIMUM Qualifications and Education RequirementsBachelor’s Degree in Computer Science, Information Systems, or equivalent is desirable.Good working knowledge of MS word, Excel, Visio and PowerPoint.ITIL Foundation Certificate v3 is a plus.SOFT SKILLS, KNOWLEDGE AND ABILITIES REQUIREMENTSAbility to work with related teams in order to achieve SLAsAbility to create and maintain documentation and provide relevant reports. This will require good working knowledge of MS word, Excel, Visio and PowerPoint.Ability to work independently with accuracy and minimum supervisionSolid knowledge of standards and best practices.Excellent command of English is crucial. Good verbal and written skills.Good interpersonal skills.Ability to take initiatives and assist improve the Windows Server environment performance and managementFlexibility and adaptabilityAttention to detailsProblem solvingAnalytical thinkingPunctuality and attendanceEXPERIENCE REQUIREMENTS 1+ years of overall experience with working as Incident and problem management.Good troubleshooting skillsBe able to perform at least 65% of Key responsibilities.Ability to increase proficiency to 75% within 12 months with some guidance from senior team members.
