Incident Manager

Scope of Work Done:

·      Drive the efficiency and effectiveness of the Incident Management process.

·      Coordinate and facilitate the restoration of service as quickly as possible.

·      Produce management information.

·      Manage the work of incident management staff.

·      Develop and maintain Incident Management process and procedures.

·      Conduct Post Incident Reviews and root cause analysis.

·      Provide reporting to key stakeholders as required.

·      Manage major incidents according to the process.

·      Provide a proactive approach in assisting to improve the service delivery process.

·      Work with the support teams to attain high levels of system availability and stability.

·      Monitor the effectiveness of Incident Management process and make recommendations for improvement.

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ICT Specialist

Scope of Work Done:

Desktop and Systems Support

·      Provide first and second line LAN and WAN support.

·      Provide first and second line desktop support.

·      Install and configure new IT equipment.

·      Implementation of new systems and equipment.

·      Application testing before deployment.

·      Provide postImplementation support.

·      Maintenance and support to LAN Infrastructure such as servers, desktops, LAN cabling, switches, printers and other services.

·      Ensure proper management of hardware and software service requests, incidents and problems.

·      Provide support for the following systems: - SAP Sales and Distribution, MacMobileFieldforce Automation, Sales force automation, Online Truck Invoicing, bMobile.

·      Mobile device management and administration using SOTI Mobicontrol system.

·      Monitor systems performance, availability, usage and produce management reports.

·      Ensure all end of day procedures are run.

·      Ensure effective and efficient use of business applications.

·      User training and documenting of user manuals.

·      Mentor interns and new employees.

·      Participate in Budget input.

·      IT Risk analysis.

Service Delivery Management

·      Ensure Change management procedures are followed.

·      Attend CAB meetings for change approvals and monitor change execution.

·      ServiceDelivery Management and Service Improvement Plans are reviewed and implemented.

·      Produce and maintain service improvement plans.

·      Daily/Weekly/Monthly reporting and communication on operational activities.

·      Building strong partnership relationships with service delivery stakeholders.

·      Perform customer liaison duties on day-to-day implementation of service delivery.

·      Investigate and action or project manage all client satisfaction, inquiries, complaints and escalations.

·      Provide the customer with all the relevant feedback regarding investigations and diagnosis of all incidents and problems.

·      Track delivery of 3rd party services ordered in compliance with customer service requirements with regards to SLA.

·      Communication to all stakeholders on delivery dates, systems and processes during the implementation of services.

·      Proactively improving service availability wherever possible and optimising the availability of the client services.

·      Review service failures and produce incident reports when required.

·      Organise and attend monthly/quarterly service review meetings.

·      Produce ad-hoc reports when required.

Incident and Problem Management

·      Ensuring all support calls are correctly logged and the right priority is assigned on SCSMand service Now.

·      Root Cause Analysis on recurring incidents so that permanent solutions are identified and implemented.

·      Escalating incidents and following up until their resolution.

·      Provide support and coaching to the Service Desk agents.

·      Monitor the overall Incident Management Process against key performance indicators in order to evaluate process quality.

·      Ensure effective SLA reporting.

·      Facilitate handover of incidents to Problem Management whenever needed.

·      Updating incident status on the Action Log and regularly providing feedback to affected users.

·      Facilitating closure of resolved incidents.

·      Producing management reports on all incidents for the requested periods.

·      Identify and recommend process improvement opportunities.

·      Own the Incident Management process and actively participate in other Service Management processes.

·      Follow the incident management process and drive continual improvement within the Incident Management practice.

·      Be the point of contact for all Major Incidents and manage the incident until closure.

·      Review incident data to analyse incident trends.

·      Analyse incident tickets to ensure correct technical information has been recorded.

·      Manage IT Incidents that are of high priority and impact.

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Service Desk Analyst

Scope of Work Done:

·      Ensuring all support calls are correctly logged and the right priority is assigned on SystemCentre Service Manager (SCSM) and Service Now.

·      Root Cause Analysis on recurring incidents so that permanent solutions are identified and implemented.

·      Escalating incidents and following up until their resolution.

·      Provide support and coaching to the Service Desk agents.

·      Ensure continuous process improvement.

·      Monitor the overall Incident Management Process against key performance indicators in order to evaluate process quality.

·      Ensure effective SLA reporting.

·      Facilitate handover of incidents to Problem Management whenever needed.

·      Updating incident status on the Action Log and regularly providing feedback to affected users.

·      Facilitating closure of resolved incidents.

·      Producing management reports on all incidents for the requested period.

·      Identify and recommend process improvement opportunities.

·      Provide 1st support for all network-related issues.

·      Ensure customers are updated on incidents by giving relevant feedback until the incidents are resolved.

·      Ensuring timely feedback and updates received from Service Providers.

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