Description
This role is responsible for ensuring the business service levels and key processes are defined, and measured accurately to give a true picture of customer experience, and business performance. This role's main focus will be to sponsor the implementation of customer experience measurement and reporting tools to ensure we accurately deliver the metrics required to report on IT's performances. The candidate must possess experience of CA APM. Epicon work experience highly advantageous.
Key Responsibilities
- Establishing competency around applications and solution architecture.
- Reviewing calculations of critical business service levels, and validating their accuracy.
- Scoping initiatives/tools/processes required to fine tune the accuracy of measurement of these business service levels.
- Review of solution designs and participation in tools project for application performance measurement and customer experience reporting.
- Weekly reporting of status of action plan and projects being tracked for performance measurement.
- Sponsorship and requirements input into Dashboards and Analytics deliverables.
Skills Required
- Solid background in customer experience measurement, and end to end application performance reporting.
- Proven ability to report on business metrics by translating to underlying technical architecture.
- Solid background in successfully delivering business solutions into implementation.
- Strong Telco business acumen in understanding business processes and underlying technical solution architecture.
- Strong ability to maintain consultative/participative processes with key stakeholders.
- Comprehensive skills and experience in identifying, researching, evaluating and recommending new and emerging technologies.
- Strong hands-on technical problem solving abilities
- Experience in CA APM tools implementation, or similar products.
Leadership and Culture
- Align organisation culture with business strategy, in particular customer focus and employee engagement
- Understanding of impact of own behaviour on cultural standards (actions speak louder than words)
- Actively encourages different perspectives to stimulate ideas and identify new opportunities
- Is self aware, humble, and willing to get on with the job.
- Holds self accountable for own and team's results and behaviour, and stays positive and effective in challenging situations.
- Driven by the opportunity for positive impact, and will leave the business and people better than they found them. Makes things simple and relevant.
- Focuses efforts on collaboration and achievement of organisational outcomes, not personal gain. (eg non-hierarchical, small company mentality)