مدیر ارشد خدمات فناوری اطلاعات

Job Description

• To provide support for business requirement acceptance, unit testing, integrated testing, stress and performance testing, quality assurance, security management, infrastructure release management, application release management, and business planning.
• To articulate ITS service operations management framework, standards, and strategies.
• To define and develop procedures for the management of daily Incidents, changes, and problems both internally and across the outsourcing contracts.
• To ensure accountability for incident/problem management processes;

1. Chair the daily service meeting to review all problems logged and manage all unresolved problems across ITS functional disciplines.
2. Problem ownership for end-user satisfaction.
3. Escalation process and procedure.
4. Provide management escalation and reporting.
5. Conduct risk assessment and possible mitigation.
6. Produce monthly status reports on problem trends and recommendations.
7. Communicate with end users on problem status and continuous feedback.
8. Keep IT management appraised on problems and escalates if out of SLA.

• To attend meetings such as customer management or client service review meetings to represent ITS service operations management department performance, service improvements, quality, and processes.
• To provide reports to an agreed schedule (or on request), including management and account performance reports to top management.
• To ensure SLAs are achieved and client expectations are met (or exceeded).
• To define procedures for building service relationships with clients and vendors to ensure quality of service delivery.
• To ensure that systems, processes, and methodologies as specified are followed for effective monitoring, control, and support of service delivery.
• To ensure and enhance incident management, problem management, change management, configuration management, business service level management, and asset management, are happening properly for the IT delivery environment.
• To provide a framework for the performance of ITS systems and applications.
• To escalate to and interact with functional management within other MTNIrancell divisions to ensure issues are addressed.
• To act as a member of the management team of ITS Infrastructure Services division, jointly responsible for the strategic management of the associated team.
• To manage the conflicting requirements of providing an optimum service to the internal customer 24 hours a day.