Works with concerned technical teams or managed service partners to develop end-to-end service monitoring and problem management and service improvement plans across priority products and by relevant enterprise customers.
Develops relationships with internal, external providers, vendor partners, and internal technology teams involved in the end-to-end support of Enterprise Business products including their technology, security and overall customer experience Interact with business and product teams to understand service level agreements and communicate the same to internal service team members and managed service partners to coordinate requirements against deliverables.
Monitors status of infrastructure upgrades, modifications and deployments affecting services as part of continuous improvement plans for product quality Monitors risks to product availability and performance and monitors developments in mitigation plans together with internal and managed service support partners to ensure service quality and product availability.
Tracks root cause analysis of infrastructure problems and development of resolution plans for implementation by either internal technology teams of managed service partners as part of service problem management
Excellent interpersonal skills in areas such as teamwork, facilitation and negotiation Strong leadership skills Excellent analytical and technical skills.
Excellent written and verbal communication skills.
Excellent planning and organizational skills working with senior business and technical staff Knowledge of many, if not most, aspects of an enterprise technology architecture.
Knowledge of Service Management principles and processes Understanding of network and ICT architecture.
Understanding and knowledge of system development life cycle methodologies (such as waterfall, spiral, agile software development, rapid prototyping, incremental, synchronize and stabilize, and DevOps)
Understanding and knowledge of IT service management (ITSM) and Information Technology Infrastructure Library (ITIL)
Knowledge and understanding of Telecommunications technology and terminology.
Understanding and knowledge of IT standards and controls Knowledge of Security and Privacy related technologies, processes and standards.