Summary
Date Posted: Tuesday, November 29, 2022 , Base Salary: Not Disclosed

JOB DETAILS:

Experience
• 8 - 10 years of IT experience
• 4+ years of experience in project management
• Experience in delivering ITSM projects
• 3-5 experience in providing support for BSS , OSS systems including CRM, Charging, Order Management, Provisioning
• Desirable to have Understanding on Big data , Tibco Middleware , Web applications
• Dealt with ITSM process and tools
• Requires well-developed verbal and written business English communication skills. Showing an ability to write technical support & process documentation
• Excellent analytical and presentation skills
• Experience creating service reports (Incident, Project, SLA etc.), knowledge & process documentation
• Previous experience supervising a team of Application / Product support Analysts required
• Major incident management experience (Crisis and P1 management)
• Able to operate under pressure and in time sensitive support environments.
• Real-world experience of the ITIL operational process (Incident, Problem, Event, Access Management & Request fulfilment) & knows what best practice looks like.

Responsibility
• Technical Excellence: In-depth Technical understanding of Applications, Monitoring Tools, and all available technical resources.
• Executing Effective Weekend Support Incident Identification, Effective Shift handovers, & Major Incident Mgmt. Process Hygiene. Ensuring the SLA’s are met to agreed targets
• Application Support Operations: Ensure application operations excellence and guaranteed response times by actively monitoring application health checks, end user emails/tickets and ensuring all Incidents/service requests are resolved in a timely and comprehensive manner.
• Actively Participate in all Service Transitions, Coordinate with the teams (Dev & Technical Operations) schedule and execute the Transition. Server maintenance, monitoring, health checks, restarts, and BAU operational work
• Major Incident Management: Management of major incidents via Bridge call, email, and instant messaging, Engaging & Driving the Incidents to restore the service Immediately. Reviewing and approving major incident notifications to business partners. Dealing with escalations in a timely manner to ensure issue is resolved to business partner’s expectations.
• Process Hygiene: Encourage and coach staff to use runbooks, how to articles & Troubleshooting articles., Regular sync with the team and coach them in Incident Hygiene.
• Incident Audits: Review support tickets weekly/biweekly and to look for any trends that might indicate coaching & Transition to team. Continually assess team skills and knowledge, document the troubleshooting scenarios, Utilizing the available resources and support tools and actively work with the training to address gaps. Involving in Weekly/Biweekly reporting to assess the priorities and work to Improve the process and deliver results.
• Knowledge Management and competency development: Create & share the SOPs, Best Practice documents, check list, troubleshooting documentation to help achieve and improve the team technically.
• 8*5 Operations Coverage: Actively manage the support schedules and work assignments


Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
Interested and qualified? Go to Innovative Software Technologies Ltd on www.linkedin.com to apply


All Jobs

QUICK ALERT SUBSCRIPTION