Function Specific Activities:
· Bachelor's degree in Computer Science or related field or relevant working experience
· Six-sigma or Lean Management certifications a plus
Related Work Experience: 3+ years of experience
· Excellent process skills. Proven ability to deploy effective process, understand process costs, and seek opportunities for continuous improvement
· Experience of working in a multi-sourced environment with service integration across different suppliers, aimed at delivering effective operations and meeting agreed upon service levels
· Excellent knowledge of Microsoft Office and reporting/analytic tools
· Excellent verbal, written and oral communication skills
· Knowledge of Agile, DevOps, and ITL v3 frameworks
· Knowledge of Six-Sigma and Lean Manufacturing / Lean Development techniques
· Understanding of standard business processes and data flow within a functional area.
· Experience with public and hybrid cloud infrastructure
Job Requirements:Function Related Activities/Key Responsibilities
· Process Documentation
o Ensure that Service Management processes are clearly documented
o Ensure that SLA targets are clearly documented and shared across different IT Operations areas
o Help managing Service Management Intranet site
· Operations Monitoring
o Ensure that each Tower has comprehensive and automated reporting for alerts and incident detection
o Ensure that all feeds are monitored and actioned as appropriate
o Ensure that alerts thresholds are regularly reviewed and updated as needed
· Metrics collection and reporting
o Ensure that metrics and performance statistics are collected from different Operations support teams
o Regularly publish metrics and performance statistics in a dashboard-like format
o Cooperate with different Operations team to automate metrics collection and reporting over time
· CMDB management
o Ensure ongoing management of the ServiceNow CMDB platform
o Enforce the process to maintain accurate CMDB data
o Cooperate with other teams as needed to integrate CMDB in broader Corporate monitoring platforms
· Continuous Improvement
o Ensure continuous improvement of the processes in the areas of direct responsibility
o Collaborate with Operations teams to make sure they continuously improve processes in their respective areas
Years of Experience:
- GROWTH MINDSET: Demonstrates curiosity. Welcomes failure as a learning opportunity.
- SMART RISK: Makes bold decisions/recommendations.
- EXTERNALLY FOCUSED: Understands the upstream and downstream implications of his/her work. Tracks and shares external trends, best practices or ideas.
- PERFORMANCE DRIVEN AND ACCOUNTABLE: Has high performance standards. Outperforms her/his peers.
- FAST/AGILE: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
- EMPOWERED: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.