Technology Process Re-engineering Unit Head ITIL®|CASM|DevOps|ORM|ITIL Instructor
Samba Bank Limited
Total years of experience :14 years, 3 Months
Technology Process Re-engineering Unit Head
• Coordinate SLA/OLA creation, reviews, and updates and ensuring the service level targets are achieved and service quality and customer expectations are met or exceeded.
• Ensure OLA’s and any third party supplier agreements are established and are in alignment with and capable of delivering services within agreed time frames.
• Manage the Service Review cycles including quarterly internal reviews with Service Providers, conducting and/or facilitating customer Service Review meetings covering performance, service improvements, quality and processes, actions items for discussion. Interpret data, produce trend and variances deep analysis, identify issues and make recommendations to management team for corrective action plan in order to support service levels and customer satisfaction.
• Manage Service Lifecycles for New Initiatives or existing entities including service planning, activation, transition and operation.
• Lead Service Management projects and provide support to other Shared Services Program areas.
• Help manage expectations by keeping the business informed as and when needed.
• Investigate and report all breaches of SLAs and OLAs and manage the proposal and implementation of solutions to prevent future occurrences.
• Lead service team through initial and annual service reviews includes ensuring support readiness if applicable.
•Support the Incident Management, Change Management and Problem Management processes.
• Control & Maintain ITS Service Catalog.
• Ensure multiple perspectives are represented in the definition and evolution of services, including customer/business, client, support, technical, policy, and security.
•CMDB Manager - maintain and control all CI’s and all relations to identify the impact analysis required.
•Participate in risk assessment, risk decision making, and implementation of risk controls, which results in acceptance, mitigation, or avoidance of risk
Responsible for analyzing ad engineering a wide variety of Service Management Process, implementation continues improvement and administrating the IT Service Management application.
In this position I am collaborating with the Service Desk, Information Technology support personal, and business personal through the organization to design process and develop service automation solutions.
MAIN DUTIES:
• ITIL Process Management - analyze and design service management process, research and present continues improvements.
• ITSM application administration application and database configuration, electronic workflow administration, self service request automation, data and directory integration.
• Incident and Problem management perform root cause analysis of incidents and problems, facilitate problem analysis teams, conduct lessons sessions.
• Change and release management - manage application upgrades and continues improvements associated with the IT Service Management .
• Knowledge Management - develop and maintain knowledge articles to improve incident/problem resolution, manage technical documentation for ITIL processes and service management application.
• Report and Metrics - define and build reports, metrics, and dashboard for ITSM processes and performance plans.
• Audit/regulatory compliance - coordinate service management process to meet a variety of audit/regulatory compliance requirements, configure ITSM tools to facilitate compliance management and reporting.
• Experience with Incident, problem, change, Release, Configuration, Knowledge, Event, Request management process in a diverse technology environment.
• Demonstrate abilities performing business requirements analysis, process documentation, technical documentation and presentation using Microsoft (Word, Excel, PowerPoint, Visio, Project).
• Held DSR (Daily Service Review) with the team to discuss the performance.
• Held MSR (Monthly Service Review) with our customers to give them an overview about the performance.
• Responsible for update the CMDB (Configuration Management
Data Base) in ITSM toolset and produce the reports required.
• Manage the Software and Contract Management in the ITSM toolset.
• Manage the relation update between the assets and the users in order to facilitate provide right solutions.
• Manage the customer complaints and escalation in order to prevent any reputation.
• Manage and update the KEDB ( Known Error Data Base).
Perform a continuous cycle of service improvement to the IT Production Services that ISE IT provide to our customers through rigorous problem, service continuity, availability and capacity planning and management. Define and implement Service Level Objectives (SLOs) and ensure the agreed service levels are met.
MAIN DUTIES:
• Key leader in executing and supporting major Incident, Problem and Change Management processes across the Global IT organization.
• Performing investigation and diagnosis of Incidents, including closure categorization, user satisfaction survey, and completion of Incident documentation.
• Leverage proactive Problem Management strategies to identify trends and potential problems within the environment.
• Facilitate Root Cause Analysis (RCA) on all major incidents.
• Enforce published standards and policies for IT Incident, Problem Management and Change Management.
• Develop strategic IT processes based on ITIL best practices.
• Provide 1st line support to PC-users in a pan-European environment.
• Answer helpdesk phone calls/emails, assessing type of request and logging them into automated ticket tracking system.
• Provide support to end-user applications in a Windows XP/Windows 7 environment such as Microsoft Office 2003/2010.
• Responsible for handling problem recognition, research, resolution and follow-up for user problems, escalate more complex problems to Tier2 staff.
• Understand and utilize all Service Management processes in day to day work.
• Reviews the Company’s programs of teaching and learning to assess their potential for on-line delivery and advise appropriate managers on which areas of the curriculum can be redesigned/enhanced using ILT and e-Learning.
• Liaises with the Director of IT to lead in the implementation and further development of the Company’s ILT strategies relating to e-Learning and prioritizes activity.
• Leads the ‘ILT Champion’ initiative in relation to e-Learning.
• Leads appropriate committees, managers and staff as required to develop policy and ensure that the curriculum is supported and delivered by ILT.
• Works with various faculty, SMEs, trainers and other experts in the continued development of the corporate vision of maximizing e-Learning.
• Plans for capital spending, staffing, training, skills acquisition, organization of the team, managing e-learning project teams.
Computer Science