To maintain service and application stability, availability and reliability through the facilitation of the various Service Management processes and associated activities. To provide level two technical support coupled with business or domain knowledge to ensure continued and quality service across geographies. Interpret complex cross functional and multi-geography data and provide recommendations to improve technology resilience
Type of Qualification: First Degree
Field of Study: Information Studies
Type of Qualification: First Degree
Field of Study: Information Technology
Experience Required
Delivery Enablement
Technology
5-7 years
Experience gained in providing level 2 technical support to an area of the business. Gain understanding and experience of the various disciplines within technology and how these relate to each other.
5-7 years
Proven experience in application of service management processes and frameworks with key competencies in:
Service Monitoring:
Oversee the performance of IT services and ensure they meet predefined service levels.
Incident Management:
Handle and resolve service disruptions quickly to minimize downtime.
Coordinate with technical teams for rapid restoration of services.
Problem Management:
Conduct root cause analysis (RCA) for recurring issues.
Change Management:
Manage and document changes to IT services to minimize risk and impact on the business.
Reporting:
Create and analyse service performance reports to inform management and stakeholders.
Track performance metrics (e.g., uptime, response times) against Service Level Agreements (SLAs).
Customer Support & Relationship Management
Collaborate with the service desk to improve user satisfaction.
