Operational Process Coordinator

发布日期 Posted Date 1 month ago(10/8/2021 5:21 PM)
国家 Country
城市 City
招聘人数 # Positions

Overview 综述:

The responsibility is for coordinating the IT Service Management activities across various IT support teams.  As a part of this role, you will carry out, improve and design IT Service Management processes. This is a cross-functional role, so you will be working with multiple IT support teams at the same time. The role requires regular meeting chairing, communication, analysis and presentation. The role requires regular meeting hosting, communication, analysis and presentation. This is a role promotion from Analyst IT Support to Senior Analyst IT Support.

Responsibilities 职责:

  • End-to-End coordination of the Major Incidents in Follow-the-sun model
  • Incident trend and aging analysis
  • Problem ticket coordination
  • Change Management operational coordination including chairing CAB meetings
  • Supporting the introduction of Service Level Management across the IT support teams
  • Communication on operational progress to all stakeholders
  • Support the maintenance of process documentations
  • Driving Continual Service Improvement plans
  • Coordinate process implementation efficiently
  • Escalation to relevant contacts if necessary
  • Process simplification and design proposal preparation
  • Any further IT Service Management involvement if new processes are on-boarded
  • Weekend on-call shift in rotation basis

Qualifications 要求:

  • Excellent English communication and presentation skills (written and oral)
  • Experience in IT Service Management process operation (for example Incident Management, Major Incident Management)
  • Successful delivery against commitments and deadlines
  • Strong personality to chair meetings with various stakeholders
  • Assertive negotiation skills
  • High adherence to processes
  • Result-oriented focus
  • Understanding of the ITIL concept
  • Analytical mindset
  • Service Desk experience

Apply 申请:

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