Description
Provide support, direction, supervision and coordination of activities for First and
Second Line Teams and monitor their progress and expectations.
- Refinement of Incident Management processes to align with ITIL/Six Sigma/ISO framework
Meeting Incident SLA levels
Accountable to Head of Service Operations
Responsible for 1st & 2nd line Support/FrontLine Tech Support
Minimize the impact of Incidents that cannot be prevented
Ownership of escalated Incident through to resolution
Able to produce reports on Key Performance Indicators
Proactively communicates status of tasks
Notifies stakeholders of service impacting operations to negotiate timings
**Requirements**:
ESSENTIAL
- Must have substantial professional experience of leading a Service Delivery Team
- Certification in Operations discipline in any one of the following ITIL/Six Sigma/ISO
- Competent in the use of Linux/Unix/SQL.
- Knowledge of using Monitoring Tools such as App Dynamics - OpsGenie - Nagios
- Ability to write reports and business correspondence
- Use data to drive better outcomes
- Ability to effectively present information and respond to inquiries from clients,
skills that develop client confidence, respect and develop cooperative relationships
with all levels of people throughout the organisation
DESIRABLE
- Experience in the financial services sector
- Knowledge of Oracle SQL
- Knowledge of back office technologies
- Vendor management and contract negotiation experience
- Proficiency in MS Word, Excel, PowerPoint, BI tools
5 years