Responsibilities

Capacity Management - Ensures that there is sufficient capacity to meet service level targets - Keeps IT management informed about capacity needs - Provides capacity requirements for new or modified IT services - Maintains an overall understanding of current service capacity and trends - Ensures that performance testing is carried out on new and modified IT services - Works to proactively provide sufficient IT capacity - Produces and maintains a Capacity Plan - Ensures that capacity-related incidents and problems are addressed - Ensures the creation, maintenance, and use of a Capacity Management Information System (CMIS) - Assesses the capacity impact of new change requests - Participates on the Change Advisory Board (CAB) as needed - Is responsible for monitoring IT capacity levels, comparing actual levels against targets, and addressing shortfalls - Carries out the Process Manager responsibilities for the Capacity Management process

Asset Management - Owns the Asset Register - Plans, publicizes and oversees implementation of an updated Asset Register - Ensures that the Asset Register is populated with assets according to policy - Ensures maintenance of the Asset Register - Ensures that assets are uniquely identified with naming conventions. Ensures that staff comply with identification standards for object types, environments, processes, life-cycles, documentation, versions, formats, baselines, releases and templates. - Carries out the Process Manager responsibilities for the Asset Management process

Incident Management - The role as an Incident Manager (This is a backup role to the primary incident manager) - Provide technical direction and coordination to the resolver groups involved during an incident and disaster recovery. - Provide appropriate inputs to the problem management process, RCA preparation. - Develop an understanding of the client’s organizational structure and infrastructure environment. - Drive group chats and bridge calls effectively to resolve incidents. - Handle conflict situations and make quick decision while driving incidents. - Manage and drive third parties to the quick resolution of incidents. - Manage the use of Escalation matrix appropriately to get appropriate level of focus from technical teams and management. - Manage the incident a make informed decision to escalate as Disaster and managed the disaster accordingly. - Classify and resolve incident within the specified SLA. - Track incident until closure. - Conduct monthly briefing to the customer on incident and problem management. - Provide regular report based on SLA measurement and performance of incident and problem management.

Requirements

• Minimum 5 years of working experience in above-mentioned processes.
• Degree or Diploma, preferably IT or Engineering-related.
• Committed and motivated individual and willing to work odd hours at times when required
• Past working experience in Cloud environment is an advantage
• Able to handle demanding service response and recovery turnaround
• Able to manage daily support tasks to meet stringent SLA requirements
• Excellent scheduling and multitasking skills
• Meticulous and process-oriented
• Good, hard-working attitude with ability to work well under pressure
• Good communication skills English (written, spoken)
• Good analytical skills with ability to work with others to resolve problems.
• Good organization skills, with ability to properly document and track information.
• Preferably with ITIL Intermediate/Expert certification.
• Dynamic, customer oriented, experience working in a fast paced environment.