Purpose of the Job

Develop and Improve IT Service Management (ITSM) processes Incident.

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

Educational Qualification :  Bachelor Degree

Skill Competencies : 

• Good experience or understanding of the ITIL V3 service management disciplines within the context of service development and service operations 

• Document our current process workflow and operational environments where possible to deliver services faster. 

• Experience with the DevOps model.
  Experience implementing cross-functional process improvements and delivering excellent results 

• Strong experience with the Google Suite, including the ability to build and maintain
  business reports and plans.

Experience : 4 ~ 6 years