Primary Objective:

• Possesses and applies expertise to multiple work assignments. Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Provide a central point for the coordination of incidents that arise in all environments. Establish and orchestrate bridge calls to restore normal service operation as quickly as possible, facilitate and troubleshoot toward the resolution of incidents, and manage incidents to completion to minimize the impact of business operations.
• Manage day to day Incident & Problem operations of the ITSM services to ensure all production incidents are managed as per agreed SLAs as well as to support all new Service Level Agreement for new systems.
• Manage and monitor performance, drive efficiency and effectiveness of Incident Management Committee (IMC) by providing Problem Analysis, Trend Analysis and Problem Resolution.
• Develop procedure for incident triage and management, metric and measure creation, Management and administration of monitoring tools. Create procedures to deal with problems and develop solutions.
• Define, establish and review Incident & Problem Management strategies to provide effective ITSM services to meet agreed SLA.
• Responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. 
• As a patch manager responsible for identifying and prioritizing patching needs with the IT support team.
• Responsible for tracking the IT asset lifecycle with structured inventory and reviewing it periodically.

Key Responsibilities covering Incident Management, Patch Management, Asset Management & Service Desk Management:

Incident Management

•        Management of IT related incidents should restore normal service operation as quickly as possible to minimize the impact to business operations.

•        Provide 24x7 on call support to business units, senior management and Management teams for critical Incident/problem as defined in Service Level Agreement.

•        Recommend and enhance new Incident & Problem Management process and problem-solving methodology in terms of efficiency, cost effectiveness and time savings.

•        Manage & work with architecture, development and application teams to identify root cause for recurring incident and create action plan for resolution.

•        Provide first line investigation and diagnosis of all Incidents and service request

•        Manage escalations and be the Point of Contact within the Major Incident Management sphere of control. Escalate incidents in accordance with established escalation procedures. Keep users informed about their incident status as agreed-upon intervals.

•        Manage and conduct SWAT for Key Incident within Group Technology supported services covering applications, systems and Infrastructure.

•        Maintain escalation and contact lists for mission critical system and services.

•        Conduct post mortem reviews to obtain root cause of problem and avoid recurrence.

•        Assist Head ITSM to ensure quality, timely and cost-efficient delivery of SLA by assessing, reviewing and improving Service Management services related to CARELINE

•        Administer Incident & Problem Management Committee and coordinate all the activities required to perform, monitor and report.

•        Analyze Incident and problem ticket associate incident and with other records (i.e. Incident, change, Problems, Knowledge articles, Known Errors etc)

•        Records all issues and design ways to prevent similar problems.

•        Populate Knowledge Management Database with known troubleshooting procedures and develop “lessons learned” on all escalated incidents.

•        Oversee all IT incidents and problems to ensure owners provide effective resolution, preventive measures and closures to avoid breach of SLA.

•        Tracks and enforce identified Permanent fixes and/or Service Improvements actions are duly implemented. Ensuring problems are managed, proper actions taken, effective resolution, solid preventive measures and timely closure of problems.

•        Perform trend Analysis for problem tickets to identify problematic systems for improvement.

•        Logging incident /Service request, allocating categorization and periodization for reporting to management, & Group Risk.

•        Facilitates training for new and existing team members across the IT support field.

•        Assist during planned DR activities for coordination of incidents arising during the process.

•        Line management responsibilities for Junior Incident managers, if required.

•        Perform periodic review of effectiveness and efficiency of the Incident & Problem management process for continuous improvement.

            Patch Management

•        Assess vulnerabilities and patch information from compliance scans for Microsoft Windows, Linux and determine application and production impacts

•        Ensure patch configuration is up-to-date ensuring compliance.

•        Participate where required in the Change Advisory Board and technical review meetings to discuss patching, vulnerability impacts and considerations.

•        Regular audit and assessments of whether applications have been patched for known security vulnerabilities and audit reports are a must to assist the business in understanding what systems need to be patched for a given vulnerability and to ensure that all systems are in compliance.

Asset Management

              •        Setup the ITSM Asset management tool

•        Ensure the new endpoints are discovered in ITSM tool post-deployment.

•        Prepare a monthly report on the status of IT assets for reporting.

•        Review the upgrades that are periodically performed after laptop deployments by the service desk staff.

              •        Track obsolescence and maintain the life cycle of IT assets.

Service Desk Management

•        Overall responsibility for IT Service Desk, finance and day-to-day Service Desk activities of project team(s).

•        Accountable for meeting delivery targets, service excellence.

•        Accountable for problem resolution, supporting growth opportunities, and achieving productivity improvement targets.

              •        Plan the weekly arrangement with the service desk staff.

              •        Service Desk tickets needs to be handled and drive for closure within 3 business days

              •        Service Desk team has to provide a weekly status on asset deployments. (Laptops, Printers, iPads, Monitors, and other peripherals)