Lead, IT Service Management at Interswitch Group

Job Title: Lead, IT Service Management

Activities

• Lead and coordinate activities between various teams as needed to facilitate the provision of services and incident remediation.
• Identifies and implements opportunities for improvement for Incident, Problem, Capacity, Service Request and Service Management.
• Actively participate in major incident service restoration and problem management activities by leveraging technical knowledge of systems supported.
• Perform incident analysis and suggest action plans for remediation.
• Maintain accurate inventory of all IT equipment for all sites and ensure relevant Asset Management policies and guidelines are followed.
• Coordinates with Service Owners/Process Owners to identify improvement opportunities, define key performance indicators and develop metrics for improvement.
• Coordinate technical report writing for Incident and Problem Management.
• Proactively ensure service continuity and improvement through the review of improvement plans, the use of Problem Management, and quality tools, and reporting on activities.
• Review and approve communications plans, and awareness plans, and communicate as necessary by working within established internal communication systems and procedures
• Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements – reporting non-compliance as appropriate.
• Serve as a primary escalation point for end-user and operational issues (Incidents & Service Requests) not resolved within established SLAs and ultimately accountable for IT service management process
• Responsible and accountable for ISO 20000 certification and annual surveillance/recertification.
• Define service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions and Monitor Service Level performance targets (internal)
• Identify process optimisation opportunities (with guidance) and contribute to the implementation of proposed solutions
• Produce relevant reports in a standard format in an agreed timeframe and add a commentary that interprets the data set.

Candidate Profile

• Good First Degree in Computer Science / Computer Engineering or other related area
• Service Management Certifications (e.g. ITIL)
• ISO 20000, 27001 and/or 22301 Experience (Number of relevant years):
• Minimum of Five (5) to Seven (7) years of experience

Application Instructions:

The application deadline is Not Specified. Therefore qualified and interested candidates can “CLICK HERE TO SUBMIT APPLICATION”