Job Responsibilities
Manage the Helpdesk & NOC Team of 6 members.
Promote service ownership by establishing a service CatLog, a Service Level
Management process, and a Service Portfolio Management process.
Integrate and support 24x7x365 systems availability and performance through effective
Incident, Release, and Service Level Management processes, clear executive communications, and service recovery activities.
Integrate Incident Management and Problem Management process into Tools (Jira)
Establish Knowledge Management as a core practice within IT, including a repository
of knowledge, the practice of managing knowledge through iterative changes, and the sharing of knowledge to different levels of the organization.
Enable continual service improvement through the effective use of metrics and key performance indicators.
Review of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events
Experience with Confluence, JIRA.
Good knowledge of application and IT systems at all layers including commercial
software, cloud-based, and custom applications, middleware, operating systems, databases, servers, networks, and virtualization technologies.
Strong understanding of business objectives, drivers and principles, and how they relate to technology solutions
