It analytics customer support and metrics analysis; troubleshooting and issue resolution; ITIL service support process mapping and process improvement; communication and interaction with multiple levels of your organization.
Ensure you present; lead a team of technical professionals (analysts, administrators, and engineers) working to develop innovative deliverables founded from business obligations, operational requirements, and best practices.
Coordinate: design improvements to operations, security, and various efficiencies in ITIL operations (release, deploy, configuration, monitoring, and alerting) to maintain high levels of service and improve team devops controls.
Be accountable for assessing and designing the appropriate ITSM ITIL and infrastructure management processes practices and tooling to optimize the use of cloud and enable.
Be accountable for all aspects of testing and promoting to production vendor or developed integration changes, enhancements, releases or other related system components.
Perform review of ITSM tool design and specifications to ensure that solutions employ good engineering practices and promote the ITIL strategy.
ITIL knowledge for methods and processes (IT service strategy, service design it, IT service transition, service operation it, it continual service improvement), service level agreement.
Govern: implement policies, procedures, automation and controls for consistent delivery of high availability services in a cost effective manner using the ITIL framework for service management.
Ensure you devise; build and maintain effective working relationships with leadership, peers, internal and external customers, vendors and user group communities.
Be certain that your organization oversees, facilitate, and administers ITIL based service support and/or technical account management in the coordination of Configuration Management.
Warrant that your organization engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of the ability or responsibility, communicating technical information to second level support staff.
Control: where necessary, re engineering applications support to ensure it aligns with business requirements, processes, and strategic vision.
Utilize ITIL based standard operating procedures, key performance indicators (kpis), and reports to provide visibility to service desk performance and quality.
Confirm your organization designs process to ensure issues are resolved as quickly as possible and issues are routed to potential resolvers correctly the first time.
Help develop and leverage service operations and desk best practices, ITIL Service Management framework, and problem management to drive a continual process improvement culture.
Secure that your organization adopts internal delivery methodologies (ITIL, Agile, Kanban) with measured success criteria to deliver continuous, iterative value.
Manage work with the Service Desk, Application Managers, IT managers and other stakeholders using the ITIL methodology for IT service Management.
Be accountable for promoting the vision and tone for your organization, consistent with organization culture and mission; Providing clear goals and performance expectations.
Supervise: champion the use of itsm competencies and ITIL practices and the resulting data in order to optimize the performance of the IT organization.
Provide guidance to staff to ensure proper training, performance and productivity goals are aligned with IT and your organizational strategies and to promote a professional atmosphere.
Lead the implementation and maintenance of technologies and platforms supporting a complex corporate voice infrastructure.
Ensure service desk slas and customer service standards are defined, communicated and met with focus on continuous improvement over time.
Drive process oriented methodology that can be audited and tracked for compliance with department, organization, and industry standards.
Secure that your organization maintains and continuous improvement of processes, standards, policies, working methods, and tools using Agile and ITIL best practices.
Establish that your organization utilizes ITIL based metrics and service level agreements to establish service excellence through system reliability and effective incident and problem management.
Perform as operational Infrastructure leader for peers, contributing to continual improvements of ITIL/ITSM/Business Continuity efforts.