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Keywords / Skills : Incident Management

7 - 10 years
Posted: 2019-07-18

Industry
ITES/BPO
Function
IT
Manufacturing/Engineering/R&D
Role
Application Engineer
Team Leader/ Technical Leader
Posted On
18th Jul 2019
Job Ref code
127433
Job Description
Job Description :

Role Profile: TRAX Application Lead
Role Description:
This is a key/cornerstone role w.r.t managing Service Levels for the TRAX platform. TRAX is a key platform that directly impacts the revenue for Diageo and the Service Delivery impact/visibility goes all the way up to the CEO. The responsibilities for this this role are as follows:
1.Establishing and maintaining a constructive relationship between the Business and Technology teams
2.Identifying changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided
3.Mediating in cases where there are conflicting requirements for services from different business units
4.Assisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures
5.Ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets
6.Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence
7.Ensuring that service performance reviews are scheduled, carried out with customers regularly and documented, with agreed actions progressed
8.Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers
9.Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually
10.Ensuring that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at change advisory board (CAB) meetings if appropriate
11.Managing customer complaints including their recording, management, escalation (where necessary) and resolution
12.Measuring, recording, analysing and improving customer satisfaction
Skills Required:
Must-Have:
1.Incident Management, Problem Management, Change Management, Service Level Management (SLA Management)
2.Excellent Customer facing skills – Clear written and Oral Communication
3.Ability to handle Business Requirements and act as a Solutions Consultant where need be – basically the single point of contact for TRAX across the organisation.
4.Having led a Service Delivery team
Nice-to-Have:
1.ITIL certification
2.Managing Service Levels with Cloud based applications
Key Skill(s)

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