·
Key responsibility and ownership
of IT Infrastructure Service Delivery, managing to agreed standards, targets
and KPIs
·
Enable and champion an IT
service-oriented culture
·
Oversee development of
ITSM-based management processes and controls to ensure quality is maintained to
meet business objectives
·
Ensure all teams successfully
adhere to operational standards, escalating issues while maintaining ownership
through to resolution
·
Perform root cause analysis
on Major Incidents using proven problem analysis methodology (Kepner Tregoe,
Ishikawa/Fishbone, etc.)
·
Identifies trends and
potential Problem sources by reviewing Incident and Problem analyses
·
Maintains inventory of
Problems under analysis, their current progress/status, and coordinates the resolution
with the Problem owner
·
Monitors progress on the
resolution of Known Errors and advises Operations staff on the best available
workaround for Incidents
·
Work with Infrastructure and
Applications groups to optimize the availability of the IT Infrastructure
services to deliver stable, high-performing services that delivery tangible
benefit to business units
·
Provide a range of IT
availability reporting to ensure that agreed levels of availability, reliability
and maintainability are measured and monitored on an ongoing basis
·
Provide holistic management
of availability that includes people and process, as well as technology
·
Take actions to achieve
reductions in frequency and duration of incidents that impact IT availability
·
Management of escalated
complaints and feedback ensuring all are responded to in a professional manner
to the satisfaction of IT / business stakeholders
Skill and Experience
Required:
·
Minimum 8+ years of
experience of IT Service Delivery
·
Minimum 2+ years of
Leadership Experience
·
Experience working in a
Global IT Service Delivery environment essential
·
Financial Services Experience
a key advantage, highly pressurized environment an essential
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