Service Operations Expert Hosting Ops

Job Description

272552BRService Operations Expert - Hosting OpsJob DescriptionRun and supervise operations of cross- tower operations according to its documentation in the assigned shift of operation. Manage operations of systems and applications in scope, ensuring their stability and integrity, and meeting customer service levels. Overall responsibility of driving high impact incidents for IHS scope to closure. Support Service Operations Managers on all topics related to IHS Services Towers Ensure that cross- tower services documentation are up to date all times Operate hosting services and Collaborates with the rest of NBS IT to ensure quality services are seamlessly delivered to the business stakeholders as per agreed own and other IT Units service descriptions Support in Predict and prevent operations for assigned scope with target to identify gaps and reducing incidents within the scope in collaboration with vendor command centers. Support BCP plans for designated IHS Services Manage Integrated hosting service operations with standardized services, processes and tools to provide efficient, high quality industrialized services.Meet customer and internal IT service levels and proactively drive continuous service improvement in close collaboration with the Service excellence teams of the Functions Oversee and monitor day- to- day operations of all systems and applications in scope to ensure stability, integrity and business continuity. Ensure all services/ major accountabilities (based on ITOM Role, Anchor Role, Design Authority Input/ function Input) are delivered to the agreed SLAs. Monitor, measure, report and review performance of services in close collaboration with Service Performance Managers. Manage the lifecycle of incidents and minimize their adverse impact on business operations. Ensure that incidents are followed up and solved appropriately Oversee problem management and drive identification of root causes as well as sufficient prevention of recurrences Ensure adherence to documented operational procedures to maintain system integrity Ensure that configuration items are identified, accounted, reported, verified and audited Ensure appropriate operational service documentation is created and accepted by stakeholders Responsible for application lifecycle management and its continual improvements Manage and support applications to meet the needs of a defined business area, including providing technical support to the Business and IT Maintain and ensure all application data is consistent across the various repositories e.g. Clarity, RoD and SNOW. Implement a vendor strategy, if required Monitor suppliers involved in operations Enable knowledge about systems and services is collected and distributed to enable effective support Ensures that the relevant resources from the underpinning IT services are engaged in the delivery and support of the IT application. Take accountability to ensure adherence with Security and Compliance policies and procedures Ensure handovers are done properly Reads and ensures adequacy and understanding of technical operating instruction manuals, system documentation, standards and procedures. Provide needed data for reporting analysis. Performs, supports in ad- hoc projects as and when assigned. Should be open to share innovative ideas to better the process. Drive all MIM incidents affecting IHS to closure during the assigned shift. Ensure normal services are restored as quickly as possible and adverse impact on operations due to incidents in IT environment is minimized Work with service operations managers to understand and repair root causesMinimum requirementsBachelor s degree in computer Science or equivalent education/ experience. Professional certifications in at least three infrastructure areas (Compute, Storage, Virtualization, DB) Excellent written, presentation and verbal communication skills Fluency (oral and written) in English, any additional language is a plus Total 8+ years experience - 6 years of experience in IT service operations. At least 3 years experience in Incident management. Strong knowledge of IT service management processes and experience in improving processes. Preferably ITIL Intermediate certified Experience in working and collaborating with global cross functional teams and managing relationships with business customers Ability to work effectively and collaboratively in a complex matrix organization Ability to understand and influence stakeholders within and across the function, building trust and change agenda leveraging both the formal and the informal elements of the organization. Proven Ability to deal with uncertainty, adjusting course as the circumstances change, without jeopardizing the end goals and,

Keyskills :
itservicemanagementapplicationlifecyclemanagementitservicesservicelevelscustomerservicecomputersciencehostingservicesservicemanagementproblemmanagementkeffectivelytechnicalsuppserviceop