ServiceDesk Lead – Bucure?ti, Ilfov

București, Ilfov  ‐ Onsite
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Description

Overall Experience (in yrs.)

8 – 10 years

Location

Bucharest(BUCH), Romania

Technical skills (Required - Mandatory)

Should have managed small to medium teams delivering/managing IT operations. Should be hands-on in terms of technology. Should have an understanding of processes and quality aspects

Knowledge of IT asset management, incident/request management, problem management, change/release management, Availability and capacity management.

Incident Management experience – Managing incidents including business expectations and communication

Basic User & Security Group Active Directory administration

Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2016

Technical skills (Required - Nice to have)

An ITIL qualification is preferable

MCP certification would be desirable

Language skills needed

English

People skills

· Should be a team player

· Building collaborative partnership – by interactive regularly with key influencers within and outside organization.

Soft skills

· Deep experience Customer Handling and stakeholder management.

· Ability to handle escalations, be a trusted advisor for the customer and work closely with customers in defining solutions

· Ability to drive Service Improvement programs and drive service quality improvements.

· Familiarity with working on small proposals, billing and charging topics

· Understanding of service level management process, related agreements – SLA/OLA and workflow steps.

· Analytical ability

· Business acumen

· Knowledge of capacity management process.

Area of responsibilities

· Install and configure application monitoring and analytics tools.

· Implement the log analytic tools and provide right analytics to customers

· Proactive problem management - providing solutions to technical and operational issues.

· Responsible to build and implement security guidelines.

· Running the service operations in close cooperation with other IT process owners and service owners.

· Automate regular activities

· Implement the changes one various environments and support go-live activities.

· Responsible to auditing incidents, changes and problem requests and providing feedback to team.

· Responsible for SLAs / KPIs and service quality

· Prioritizing the team activities and changes.

· Responsible to bring service improvement ideas and to implement in service

· Providing technical consultation to customers and service teams on various technologies used in middleware service and integration components.

· Service definition, scoping and policy formulation: provide inputs to data center in order to design a scalable and robust architecture.

· Admin model, work-flow, monitoring and reporting framework: provide inputs in order to ensure that service deliverables are met with as defined in the SLA.

· Technology Resources – Hardware, software, data communication, consumables and services: Initiate procurements based on BOM provided by the service teams in order to ensure timely delivery of components or systems.

· Capacity Management: monitor and review capacity metrics and present to location manager in order to ensure services are delivered within the defined thresholds set in the capacity management plan

· Service management plan: implement the plan in the DC in compliance with the guidelines in order to ensure that the required service management processes are implemented as per scope of service.

· Service level management and service reporting: monitor and report on IT services SLAs in order to maintain and improve service quality. Review DC support and operations effectively in order to achieve service level compliance.

· Supplier management: Review performance with vendor managers and DC and present to location manager in order to ensure vendor meets compliance levels.

· User communication and updates: Communicate IT service policies and processes, service availability, service reporting.

· Configuration management: Maintain accurate configuration information in order to ensure the data accuracy of IT services components and related infrastructure in the location.
Start date
2021
From
N Consulting UG
Published at
03.04.2021
Contact person:
Kirubanandam Swayamprakasam
Project ID:
2083845
Contract type
Freelance
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