•To respond to all logs (incidents/tasks/events/problems/known errors) as per SLA, and prepare regular and accurate management reports on Incident/ Problem Management measurements
•To ensure all incidents are properly logged and followed by the relevant ITS support team with correct priority
•To monitor the process of resolving incidents as per Incident Management Procedure and follow the escalation process if required
•To supervise and coordinate day to day operation and activities of Service desk and make sure performance is aligned with service management processes.
•To perform regular audit of ITSM tool (ticketing system) for incident and Problem management to make sure there’s no outstanding incidents
•To call and chair After Action Review meetings following Major Incidents (specially reoccurring ones) to document the lesson learned and identify any possible problems.
•To identify and diagnose IT problems proactively, ensure that they are all logged, analyzed, and provided by ETR, and recommend Service Improvement plans with the possible solutions obtained from technical teams (ITS Operations, NWG, Vendors) for department or business unit
•To analyze and detect the underlying causes of incidents/known errors/problems, find the best resolution and plan to prevent reoccurrence.
•To coordinate with Service Desk, ITS staff, and Customers and ensure that accurate and appropriate communications (including updating involved teams with latest outage status and resolution results) are in place during incidents /Problems.
•To Chair the daily Incident Management meetings as well as weekly Problem Management meetings, and call for any ad-hoc meetings to perform Overview of Issue and responsible team(s), Next Steps and/or Contingencies, Action Items and Assignment, Establish Next Check-In Date and Time, Communication Plan, arrange Meetings and finally Incident Closure once the issue is resolved.
•To track all problems and incidents and the related Corrective and Preventative actions (RCA actions) to ensure that all of them are resolved properly and root cause is cleared to reduce reoccurrence as far as possible.
•To design and facilitate the processes and toolsets necessary to ensure incident trend analysis, and problem prioritization and resolution occur in business usual activities as simple and automated as possible.
•To measure and keep track of ITS vendors KPIs (specified KPIs that urges vendors to comply with Service Management administrational KPIs) and provide the management with statistical reports on Vendors & applications KPIs for trend analysis
•Bachelor Degree in Information Technology or related
•Fluent in English
•Minimum of 3 years’ experience within the telecommunications /IT or similar environment
•Experience of working within a busy first level service desk environment in a problem manager role
•Experience in Diagnosis, Trend Analysis and Monitoring ITS Systems