Senior Service Management Specialist (VOIS)
Role Purpose:
The objective of this function is to increase stability and availability of VOIS Egypt Office IT services Maintaining that all incidents resolved and all services recovered per agreed SLA, tracking, reporting and providing management information about all incidents classified based on impact and urgency, Reviewing and owning all critical/major/Minors incidents and responsible for incident management process on operational level, Responsible for developing, negotiating, agreeing and reporting on Sites and Quality SLAs in order to achieve the agreed service level targets, Implement and maintain the SLM process to the level required by the organization and Ensuring all incidents logged/updated with accuracy 100% for acquiring clean data
The role holder will also operate and develop Problem Management creating an integrated operating model between the CSI, Problem and Service Assurance teams, Drive root cause analysis and solution implementation by engaging with the relevant technical teams, Perform incident analysis to identify clusters of incidents with common symptoms or root causes and initiate problem management for these, Ensure that effective and efficient problem management is performed for all major incidents with customer impact
Key accountabilities and decision ownership:
• Incident Management
1. Responsible for managing all incidents and involving the upper management as per incident severity.
2. Maintain ownership, monitoring, tracking, investigation and all incidents related
communications
3. Ensuring Incident management process is applied and KPIs are measured
4. Respond to all escalated issues, and ensure they are resolved according to the agreed SLA.
5. Own the trade EXCO reporting regarding global incidents
• Problem Management
1. Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
2. responsible for coordinating all aspects of problem diagnosis and resolution
Drive root cause analysis and ensure the final solution implementation by engaging with the relevant technical teams
3. Ensure applying appropriate preventive measure and enhanced monitoring solutions
4. Ensure that effective and efficient problem management is performed within the agreed KPIs.
5. Prevents the replication of Problems across multiple systems
6. Preventing issue recurrence and stopping repeated incidents, even minor incidents, is one of a problem manager’s top priorities.
7. The problem manager maintains an overview of the problem queue, updating status and keeping the affected stakeholder informed of progress.
8. Perform root cause analysis for Global Office IT domains to identify clusters of incidents with common symptoms or root causes and work on proposing new action plans to avoid reoccurrence.
• Process Improvement tracks and help to define ways to increase internal and external client satisfaction
• Discuss Daily Changes in Daily CAB (Change advisory Board)
• Define and Measure success metrics and monitor change progress
• Deliver reports on time with the required
Quality
• Promotes best practice establishing a CSI network across Broadcast and Online
Service Management
• Leading and governing incidents daily/weekly meetings, To attend the CAB reviews as planned
Core competencies, knowledge and experience:
• Excellent interpersonal and communication skills
• Team Player and excellent engagement skills
• Excellent analytics skills, Good strategic Planning skills
• Good customer (user) service skills and Conflict resolution.
• Knowledge in process management and operation standards
• Apply best practice methodologies.
Must have technical / professional qualifications:
• 4-6 years of experience in IT Platform.
• 2+ years of experience in incident management role
• Bachelor's degree of Engineering or Computer Science
• data analysis and data representation skills
• Significant and demonstrable experience in the authoring and production of ITIL documentation. e.g., SLAs, OLAs, Service Catalogue, process alignment, procedure design and service mapping
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