Job Description
● Implement incident management, problem management, change management, configuration management, service level management, service catalog management, request fulfillment, capacity management, release, and deployment management.
● Document processes and ensure that they are always up-to-date.
● Monitor and improve implemented processes through monitoring sub-processes.
● Identify and extract Key Performance Indicators (KPI).
● Provide weekly dashboards and reports.
● Help to increase the operational capability of services through identifying the problems and obstacles proactively to improve the processes.
● Hold IT Service Management meetings with CIO and IT managers to achieve the goal of continuous improvement of service quality.
● Analyze the implemented process and its outputs as well as take management control steps to improve the process.
● Automate configuration management and problem management.
