Job Description

JOB DESCRIPTIONTo maintain service and application stability, availability and reliability through the facilitation of the various Service Management processes and associated activities which include providing level two technical support coupled with business or domain knowledge to ensure continued and quality service across geographies.Adhere to and apply defined standards, tools and frameworks ensuring achievement of service stability for the business line or corporate function across all marketsApply common communication standards when communicating to business stakeholders during high impact service impact and restoration eventsCapture all relevant service-related information using the relevant service management tools enabling reporting which is both accurate and reliableCommunicate and manage all changes within the function as well as externally to the relevant area to ensure effective understanding and use of the serviceCoordinate technical teams and drive the operational execution of the incident management process, determine the level of risk and liaising with relevant technical teams. Make recommendations and obtain the necessary permissions, outside of the mandate, to make changes to processes or applications enabling the most effective response for the resolution of incidents raised.