Beschreibung
Responsibilities:- Coordinate incident management activities
- Coordinate change management activities
- Coordinate and execute problem management activities together with Supplier,
- Propose and coordinate implementation service improvements (for example improved monitoring, additional regular checks, improvement of application software)
- Track operational performance of external suppliers providing 3rd level application support and infrastructure hosting towards agreed SLA
- Review execution of daily, weekly and monthly checks and tasks
- Be the escalation contact during high priority incidents
- Ensure progress on incident resolution and communicate progress towards customer
- It is expected that the candidate is able to fulfil this escalation role on a 24x7 basis being part of an on call rotation scheme
The core technical areas are:
- Microsoft Windows server
- Microsoft SQL Server
- Infrastructure, SAN, IP networking
Skills:
- Fluent in English language, verbal and written
- ITIL v3 foundation best practice process knowledge
- Able to work under high pressure
- Team player, communicator
- Pro-active
- Flexible, can do attitude
- Analytical thinking, problem solver
- Significant experience in working in an operational environment
- Significant experience of mobile telecom systems and/or banking software products
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