Ensure effective and timely incident communication to OI
Engage all relevant technical and operational teams towards removing the service impact and restoring the service
Follow the business escalation hierarchy and appropriately escalate critical items that need business intervention.
Manage and lead the technical calls for major incident where required
Participate in business calls to inform the management with resolution progress and workarounds during major incidents
Ensure documentation of workarounds, resolution and recovery actions.
T management, customers, and stakeholders
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
Ensuring appropriate functional and operational change assessment is provided in a timely manner to drive CAB decisions
Monitoring and controlling change execution and timely change documentation in Remedy
The responsibility to ensure effective and timely communication on change implementation and planned and unplanned service impact due to change implementation.
The responsibility to coordinate changes impacting OIT services manages by other Group Technology departments.
Preparing and managing change approvals and leading the meetings of t
In the Service Reporting team, this role will offer a dedicated reporting support to OIT department in the area of :
creations and operations of ad-hoc reporting to support service improvements activities in OIT department
creations and operations of ad-hoc operative management reports to allow a proper monitoring and measurement of OIT activities and services
maintenance of look-up configuration OIT specific (to be able to extend in reliable way the coverage of OIT KPIs also when the configurations are not available in structured way in some tool).
The role will manage the initial report developments, possible periodical publication, necessary adaptive maintenances of the report requested to support OIT processes and teams.
he Change Advisory Board (CAB) for OIT
B.Sc. in Computer , Telecommunications Engineering or Computer Science
3 / 4 year IT experience (Familiar with Reporting Activities)
Excellent written and spoken English is a must.
Organized for working in a global cooperative team environment.
knowledge of MS Excel, SQL and VBA scripting
data analysis and data representation skills
Very Good Back Ground Technical Knowledge
ITIL Certified is a Must.
Excellent communication skills and presentation skills.
Time Management skills
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