Beschreibung
Incident and Problem ManagementTasks of the contractor in the project
The contractor assumes the following tasks:
- Contact person for the Incident Management System ITSM (Micro Focus Service Manager 9.60) with the partners involved (CUSTOMER, ITSERVICE PARTNER, Other service providers)
- Consultancy for incident and problem handling
- Implementation of quality assurance measures, especially with regard to Documentation and maintenance within incidents and problems, Training documents, etc.
- Tracking or follow-up of prio-incidents and problems, participation in Major Incident Conferences
- Accompany and track closure code reconciliations
- Independent coordination of internal activities (e.g. neighbouring applications, infrastructure) as part of the incident and problem management process
- Independent review of the incident and problem reporting of the ITSERVICEPARTNER on the basis of agreed SLAs
- Random testing and evaluation of the incident and probing quality according to a predetermined catalogue of criteria
- Independent monitoring and optimization of the effectiveness of the incident and Problem Management Process
- Derivation of improvement measures and preparation of Decision papers
- Independent preparation of management information (including stability report) forthe Service Delivery Management
- Independent evaluation of the IT SERVICE PARTNER's recommendations from
Trend analyses and, if necessary, implementation of necessary Maf1 measures
- Preparation of analyses and reports according to the client's specifications
- Cooperation in process audits at SERVICEPARTNER for Incident and Problem Management
- Preparation, participation and follow-up of the Service Delivery Meeting
- Interface between Incident, Problem, Change and Service Request Management
Qualifications of the service provider according to the task
Technical requirements:
-At least two years of professional experience in incident management and problem Management
- At least one year of practical experience in system operation
- ITI L V3 Process knowledge
- Overview about technical and professional solutions
- ldeally know tasks, activities and processes in the SAP Basis environment
- Ideally knowledge of VWFS processes and VWFS organization
- Advanced knowledge in the common MS Office products (especially PowerPoint and Excel)
Project management requirements:
- Practical experience in the implementation of IT projects is desirable
Softskill requirements:
- Strong analytical and communication skills
- Customer-oriented, independent working method
- Good knowledge of German and English for working in an international environment