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Job Description
Role & Responsibilities
Operational Planning
- Assist as Subject Matter Expert and Drive organizational capability to effectively apply service operations and maintenance framework
- Implement Response and Recovery Plans and activities relating improvements to service recovery
- Assist senior leaders in disaster recovery planning and activities
Operational Execution
- Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes
- Troubleshoot and resolution of service health issues and bring relevant parties to resolve impediments impacting service performance
- Organise system activities including planned maintenance events, system backup processes and disaster recovery drills
- Support and assist in high severity incidents and drive problem management meetings
- Assist in blueprints for operational support material for disciplines of applications are concise and complete. Covering (internal security and technology standards)
- Collaborate with multiple internal teams across disparate groups to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution
- Track and ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance
- Ensure all operational support material is complete and all process comply within internal security and technology standards
- Prepare and deliver status updates / report to management
- Provide Level 1.5 support
- Log and track problem tickets relating to S1/S2 or high impact issues
- Manage high severity incident communications such incident broadcast communication to all stakeholders and provide regular updates to management until incident closure
- Manage the incident and problem management process to ensure all preventive measures and problem resolution are recorded in the Known Error Database (KEDB)
- Maintain processes, templates and SOP, website and information related to incident and problem management