Job Description

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Operations Management:

• Manage support engineers (internal, subcontractors or third-party maintainers)
• Ensures adequate communication with customer and internal stakeholders through meetings and reporting
• Proposes improvements to maintenance strategy throughout the life of the contract
• Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
• Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
• Prepares and presents Weekly Reports to customer

Incident Management:

• Drive all major incidents to resolution as quickly as possible
• Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)
• Ensures adequate communication with customer and internal stakeholders through meetings and reporting
• Proposes improvements to maintenance strategy throughout the life of the contract
• Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
• Understands technical specification and client requirements, and solution architecture
• Defines strategy and manages maintenance activities for simple solutions
• Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
• Prepares and communicates Supports Activities Reports
• Presents results to customer
• Ensure that incidents meet the Service Level Agreement (SLA)
• Provide coordination across all support teams to ensure timely resolution of incidents
• Escalate all process breakdown related cases causing either a delay in resolution or an actual SLA breach
• Participate in regular incident meetings to review open incidents and drive timely closure
• Prepare periodic service reports for stakeholders
• Perform analysis to identify incident trends
• Review incidents to ensure that they documented correctly in the Incident report as per the Incident Management process
• Track and report all Incident Management related KPIs
• Perform post incident review for major incidents to capture lessons learned and ensure closure of improvement plans

Problem Management:

• Run root cause analysis meetings to identify root cause, lesson learnt, and preventive actions
• Work with various support teams to drive problem tickets to closure
• Track follow up actions ensuring timely closure of problem tickets
• Perform analysis to identify and register problem tickets
• Gatekeeper of all known errors
• Track and report all problem management related KPIs

Requirements

• Bachelor's degree in Business, Computer Science, or related discipline required
• 5-7 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred
• Experience in Application support (Java based), Infrastructure (Storage, Network, Windows, Linux, etc), Web/Application/Middleware services
• Good understanding of government landscape is a plus
• Strong communication skills and able to articulate complex matters in concise manner
• Good inter-personal skills with the ability to manage customers well
• Strong analytical skills and able to deal with complex technical and process subject matters
• Self-motivated and able to work independently
• ITIL certification is a must

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