Beschreibung
Project Description- Manage, control and coordinate requests within Infrastructure & Operations to implement a 24/7 operations for a dedicated platform
- Create a project plan and align the relevant tasks with the responsible Infrastructure and Operations management
- Design (or re-design) the necessary processes like application monitoring, infrastructure monitoring, incident management, Customer Help Desk and Customer as well as internal communication including escalation
- Analysis of existing process, identification of the gaps and create solutions to fulfil the request
- Support and coordinate the processual (re-)design, create the cost calculation and prepare / initiate the implementation
- Act as interface to the requestor in terms of reporting, request definition, change management related to the request, cost control, time management and quality assurance
- Create a full service descriptions (e.g. operational handbooks, procedure, job / role descriptions) in close coordination with the operational departments
- Act as interface for Escalation Management related to the request
- Track defined delivery timelines with respective IT Service Delivery Manager in the organisation of Infrastructure & Operations
- Keep track of service quality / levels of assigned service based on SLAs (Dashboard)
Qualifications
- Profound ITIL experience and more than 4 years experience in Service Management
- Proven operational experience in the IT business for more than 4 years
- Ability to organise and prioritise in a fast-paced environment on the based of a project management methodology
- Project management skills with more than 5 years proven experience
- Proven ability to organise and prioritise in a fast-paced environment
- Experience in the financial industry and familiarity with it’s basic principles a plus
- Fluency English and German (spoken and written)
Please provide an English CV.