Beschreibung
We are in search of a Service Owner Telecommunication (Ref: TKVG1010)With the following responsibilities:
Lead or coordinate Incident / Change / Problem Functions
Support the Service manager in the Business Escalation / prioritization
Maintain the operational run book (Guidance on how to operate the service) , error guide, and troubleshooting guide from Go Live.
Define tasks for 1st Level team ( first support/monitoring) and enhance 1st level resolution ration through documented step by step guidelines
Manage efficiently 2nd level ( Application Operation ) and 3rd level ( Application Maintenance) support team
Perform weekly review on Incident, changes, problem management
Perform Recurring Service analysis and provide guidelines for enhancements ( capacity, configuration, onitoring)
Ensure Crisis Management and Escalation Support Models are in place for services
Agree strategic direction, acting as a key interface between Delivery and Operation organisation in conjunction with the Service Manager
Drive support teams to identify service Root Cause and Analysis investigation
Identify, develop and deliver Service Improvement Plans in alignment with Service Manager and Senior Operations Lead
Report all major service incidents to Senior Domain and Operations Lead
Lead or coordinate Weekly Service Review Mom with Vendors, L2, Stakeholders involved in the Service Operation
Ensure the Maintenance of Service Calendar is kept update
Vendor Support Contract (contribution)
Develop Operational Dashboard with the Senior Operations Lead (and deliver the executive summary of performance across the month)
Required skills:
5+ year experience in the telecommunication industry
5+ years incident or crisis management
Proven ability to manage high performing offshore team to deliver through others.
Excellent technical skills in Web & Middle Ware technology, resilient service setups and good knowledge of Operation Systems and networks fundamentals.
Strong knowledge and experience of IT Service Operations 5 years +
3+ years exposure and 1st hand experience of Senior Stake Holder Management
ITIL v3 Foundation and Service Ops
Technical and business knowledge of the English language (spoken and written)
Crisis mind-set in order to have the ability to think of the worst-case scenario while simultaneously suggesting numerous solutions
University degree or equivalent experience
Start: 04.01.2016 or earlier
Duration: 3 Months ++
Contact: