Incident/Change Manager (Remedy)

Our client, a multinational mobile telecommunications operator requires the long term services of an experienced Problem/incident manager from an operational management background in large scale and distributed Data Centres.

Ensure an SLA compliant and cost efficient delivery of Services focused on multi-national customers by defining, implementing and continuously revising a service framework comprising technical and commercial key facts.

Strong Remedy experience is required.

Establish and manage a close working relationship with business lines in the Groups Functions and Local markets and Application Operations Partners to ensure Service expectations are managed throughout the online service portfolio.

Take on end to end service ownership and manage all involved parties towards and SLA compliant delivery

Responsible for managed Application Operations in terms of configuration, changes, implementation, rollout and preparation for all operated services including on call duties.

Responsible for managing incident, problem and service request including implementation of workarounds and changes including timely availability of Major incident reports for any priority 1 incident and actively drive the implementation of appropriate counter measures.

Manage the deployment of BAU patches, hot fixes in line with IT services standard like change management process

Manage handover projects to GA Service providers for Application Operations to ensure smooth transition of application operations activities without service quality disruptions.

Define and drive the implementation of technical KPI reports to deliver indicators for service improvements

Manage Service providers delivering Application Operations Services for the Service Portfolio to ensure service quality according to the SLA and customer expectations

Manage the service providers delivering deployment execution services

Ensure operational criteria are fulfilled during projects according to the project Gates

Responsible for managing technical service ramp-up (installation, configuration and coordination of setup tasks) for owned services

Responsible to deliver operational and technical expertise for feasibilities, including delivery of cost estimations for application operations activities during service lifecycle, to ensure services can be efficiently integrated into the existing IT landscape

KEY DELIVERABLES

Ensure service delivery according to underlying service level agreements in order to enable high customer experience and satisfaction

Deployment Execution services during project in agreed budget and timelines

Ensure the identification, planning and implementation of service improvements

Ensure Compliancy to internal and external guidelines, processes and policies

EXPECTED KNOWLEDGE; QUALIFICATIONS & EXPERIENCE

> 4 years of experience in managed operations of large scale IT applications and services in multinational environment

> 4 years of experience in managing 3rd parties to ensure services are delivered according to agreed SLA

Profound knowledge in the area of IT delivery projects from application operations point of view

Experience in driving lean IT -projects

Strong knowledge of operations management of high complex Enterprise services

Deep understanding of operational procedures and process standards (eg ITIL) and the ability to apply and evaluate them for continuous improvements in the service operations area.

INTERACTS WITH

Individual partners are mainly Global Teams like Technology and the Team representing Local Markets and thereby internal services users, outsourced Vendors, 1st level and 3rd level (external) support teams .Internal interfaces mainly to Global Applications Management Team, Sourcing & Data Centre Management Team, Service Delivery and Support Teams, Infrastructure Operations.