Skills: IT Operations Expert
English Level: Advanced
Resource Description
Assure the Operative Management delivery for the Incident, Problem and Change Management processes
Desing and assure the continuos improvement for IPC Processes
Measure IPC processes perfromance and Operation teams
Design and execute the vision for the evolution and automation of IPC supported by Servicenow tool
- IT Career or similar
- Experience on ITIL Processes / Certification on ITIL desirable
- Experience on the IPC process wirh servicenow
- Data Analysis Skills (Excel, SQL, Power BI)
- Project management and Team Management experience
- IT operation experience / Techncal IT background desirable
- Proactive
- English required
**Requirements**:
+ 3 years runing Incident / Problem / Change processes
**Responsibilities**:
- Activities / Responsibilities
- Aprove IT Changes
- Participation on CAB Meetings
- Define and follow up continuos improvements actions
- Create processes performance reports
- Suppot Company operation on ITIL processes alignment
- Coordinate definition of blackout and maintenance windows (monthly and annual)
- Anlyze process performance and define improvements actions
- Manage Continuos improvement projects
- Operative meetings with IPC operative teams
- Send monthly and annual blackout notifications
- Approve extemporary maintenance windows
- Support compliance and audit requirements
- Annual review of Proceses Interface Manuals (PIMs)
- Design and maintain onboarding training process for new It members and support teams
- Assure notification are sent for maintenance windows (dev/qas/prod) for critical environments
- Promote creation of standard changes
- Resolve escalation on processes operation
- Monthly session with opeation team to revew Requirements, failures and escalation