Description
Resource should be familiar with ITIL Framework and should have L2/L3 support in Application Service Delivery.
Responsibilities include managing Availability, Capacity, Service Catalogue, Continuity across IT Applications and should have experience across:
Prepare governance report
Review RAID log and recommend action for red/amber risks
Review previous governance minutes and take action
Attend Governance meeting
Review S.I capacity and update existing apply capacity
Monitor business requirement, seasonal/permanent demand, monitor PBA (pattern of business activities), analysis of current and future requirements
Prepare Plans for Availability, Capacity and Continuity for the managed Application - existing application
Help incident and problem mgmt. for Availability, Capacity and Continuity related issues
Go through all changes weekly basis and verify impact of approved changes
Monthly reports - 5 manual reports
Reviewing and signing off the Draft Service Availability, Capacity and Continuity Roadmap prepared by Client
Application level tuning and alerting for Availability, Capacity and Continuity
Exception reporting and review
Involve in all phases or service management
Performing remediation plan, solution and actions where appropriate
Link in with other vendors (Infrastructure service provider) for various Availability, Capacity and Continuity related issues
ITSM Responsibilities:
Check Business and Technical Requirement periodically
Reviewing & sign-off of the ITSCM procedures
Interacting with the SI process re: ITSCM
Updating the respective ITSCM Plans regarding SI
Review the scope and prepare ITSCM plans for Managed Services Applications - Existing Application
Review the ITSCM plan w.r.t. against agreed SLA timelines
Evidence & Own SCPs for relevant applications, networks and infrastructure components
Complete annual reviews of existing SCPs and propose improvements
Input into annual ITSCM planning process
Propose ITSCM improvements for vendor owned SCPs
Application level tuning to help in ITSCM (plan and implement)
Execute agreed SCP tests (as per ITSCM plan) and issue formal reports for sign-off
Implement any agreed improvements to SCPs identified by testing
Assisting with invocation process as required by Incident Management
Execute signed-off SCPs as agreed with the crisis management team
Engage with Major Incident Management Process as required and feed into Problem Management
Update the respective ITSCM Plans in case of Gaps identified during various tests/meetings
Liaise with vendors for ITSCM plan for vendor supported applications being managed by us