To maintain service and application stability, availability and reliability through the facilitation of the various Service Management processes and associated activities.
Key Responsibilities / Accountabilities Service stability availability and reliability Contribute to service stability, availability and reliability by providing level two technical support coupled with business or domain knowledge in order to ensure continued service of the relevant service provided by IT.
Service design definition and reporting Participate in service design by providing insights and learnings from both a technical as well as a business knowledge perspective, influencing the information technology architecture roadmaps.
Define and maintain runbooks and associated Configuration Management system details. Coordinate incident management processes Coordinate technical teams and drive the operational execution of the incident management process, determine the level of risk liaising with relevant technical teams, make recommendations and obtain permissions to make changes to processes or applications enabling the most effective response for the resolution of incidents raised.
Major incidents management Perform the assigned role during any major incident as defined by the major incident management framework, ensuring that all efforts related to major incident are communicated and that the technical teams and the business are aligned with respect to the incident at hand.
Communicate and manage changes Communicate and manage all relevant changes both internally within the function as well as externally to the relevant business area to ensure effective understanding as well as effective use of the service.
Documentation and reporting Capture all relevant service related information using the SM Tool in order to enable reporting which is both accurate and reliable.
Provide technical support Perform minor application configuration changes as and when required to ensure service stability, availability and reliability.
Provide service economics support Report on costing related to the IT services provided by the IT function to ensure the internal client is charged correctly for the service provided.
Conduct problem management investigations Facilitate investigations, conduct root cause analyses on identified incidents and drive remediation to ensure the problem is resolved.
Preferred Qualification and Experience Job Function : Technology Job Family : IT Strategy and Planning Years : 3-4 years Experience Description : Experience gained in providing level 2 technical support to an area of the business Core experience gained in participating in and facilitating aspects of the incident management processes and communicating outcomes to the business Job Function : Technology Job Family : Technology Business Partnering Years : 1-2 years Experience Description : Experience in consulting on and facilitating the understanding of business requirements related to an IT application Knowledge / Technical Skills / Expertise Competencies Required :