IT Service Support Leader
Definition of the Service Level Agreement with the Production Modules. Shared Service Support Leader will work closely with the local / global Infrastructure and PA resources to ensure the reliability of the systems.
Main Responsibilities:
Service Support & Ops cover:Incident Management / Problem Management / Configuration Management / Change Management / Release Management.
Responding to the changes needed in, and any failures in, the services on the operational level. Concerned with ensuring that the User has access to the appropriate services to support the business functions.
Coordinate and monitor day-to-day activities to meet agreed Service Offering Definition metrics of the assigned grouping of service offerings.
Monitor and evaluate service tiers, customer demand, problems and usage and take appropriate action.
Measure the service level and sharing the results with the Local Business Functions.
Ensure compliance to local, regional and global guidelines following the Corporate Quality Policies.
People management of staff based at the site and External Vendor that provide Outsourcing IT / PA Services.
Work with support staff to ensure standard service/support processes are adhered to.
