ASIAPOWER OFFICE TIMING: 10.00 AM TO 5.00 PM (MON TO SAT)
Urgently required for a leading Managed Data Center and Cloud Hosting Services Provider working across GCC Country.
-As an ITSM service Manager it is responsible for the overall coordination and design of ITIL framework. Contributes to the internal team in an effort to further share knowledge and processes. Ensures project learning s are documented and shared. Solves diverse and complex issues that arise within the Wintel environment.
-Producing a process map of all of the processes and their high-level interfaces, to ensure integration, consistency and continuity across all processes
-Ensuring that the design of all processes, roles, responsibilities and documentation is regularly reviewed and audited for efficiency, effectiveness and compliance
-Designing measurement methods and metrics to support the continual improvement of service provision and all supporting processes
-Coordinating to Produce and keep up to date all IT design, architectural, policy and specification documentation
-Coordinating to Produce and maintain all aspects of IT specification, including the overall designs, architectures, topologies and configurations of the infrastructure, environment, applications and data, and the design documentation of all IT systems
-Creating and maintaining IT design policies, philosophies and criteria, covering all areas including connectivity, capacity, interfaces, security, resilience, recovery, access and remote access, and ensuring that all new services meet their service levels and targets
-Interfacing with designers and planners from external suppliers and service providers, ensuring all external IT services are designed to meet their agreed service levels and targets
-Assuming responsibility for IT standards, policy and design for all significant projects or major application areas, assisting with the impact assessment and evaluation of major new IT design options
-Taking full responsibility for the design aspects of all stages of the lifecycle of IT systems, including investigation, analysis, specification, design, development, construction, testing, maintenance, upgrade, transition, operation and improvement
-Constructing, interpreting and monitoring test plans to verify correct operation of completed systems against their design objectives
-Incident Management: Handle day to day auto generated incidents, service requests from users, take ownership within time, identify the problems, work to resolve independently or with help of other/senior team member or escalate on time to meet TTR. Work/co-ordinate with other cross functional teams/hardware vendor /other 3rd party vendors to resolve incidents. Basic understanding of escalation trigger points/areas. Work with others to manage escalations.
-Problem Management: Help Lead and Manager to identify delivery or customer problems; highlight the potential issues and problem triggering areas in technology or delivery space.
-Change Management: Capable of understand change plan and able to implement changes independently or with guidance of senior team members.
-Patch and Security Management: Provide input to security policies. Proactively monitor the environment for patch compliance. Analyze patches for compatibility with each customer or internal infrastructure environment. Approve patch and security changes.
-Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.
-Quality: Understand available / mandatory processes of HP or Customer; adhere the process and Maintain quality in service provided to customer.
-Customer Relationship: Understand assigned customer business and priorities
-Teamwork: Work as part of a team, which may be virtual, global, and/or multifunctional. Should be able to motivate and help co-workers.
Education and Experience
-A Graduate in B.E/B.Tech/MCA or BsC/Diploma (15 yrs. of Education).
-10 years of professional experience and a Bachelor of Arts/Science or equivalent degree in computer
science or related area of study; without a degree, three additional years of relevant professional experience 13 years in total).
-Professional Certification in ITIL Expert, Lean Sigma
-CANDIDATE MUST BE RESIDING IN BAHRAIN.
-Ability to work with team
-Adaptable (ability to quickly learn new technologies as required)
-Ability to work in a high-pressure environment.
-Problem solving - Ability to be resourceful and 'figure things out'
-Self-confidence - Ability to express opinions and influence effectively
-Professional demeanor - punctuality, professional attire