IT Client Service Owner

☞ NGA Human Resources

見る: 102

更新日: 06-05-2024

場所: Hyderabad / Secunderabad Telangana

カテゴリー: 情報技術

業界: Human Resources Staffing

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仕事内容

Job Responsibilities include:

  • Assesses ticket ownership and follows up on actions
  • Ticket Ownership is a shared responsibility (following the end-to-end ticket flow)
  • ITCSO should challenge the priority, check and correct categorization
  • ITCSO will assign the tickets to the corresponding AS group and will follow up on unassigned tickets.
  • Check attachments and verify whether ticket is a valid change or incident
  • Make sure that proper explanation is provided in the ticket when it is transferred to another assignment group.
  • Main items to follow up are:
  • Unassigned tickets
  • Inactive tickets
  • Aging tickets
  • Out of SLA tickets
  • About to Breach tickets

  • Follow up with individuals to make sure everybody adheres to established ticket compliance procedures

  • ITCSO will schedule and chair ticket review meetings to ensure tickets are being managed properly based on prioritization and needs of the business

  • Responsible for providing the Stakeholders updates with pre-defined reports
  • Monthly Tickets – Open, Closed, Aging, Backlog
  • Monthly SLAs

  • Monitors with SLAs, as indicated in each account contract and follows up with the teams accountable to ensure the SLA’s do not breach; and delivery dates are provided for tickets that are about to breach or out of SLA terms.

  • Ensures timely delivery of change requests, after the Change Request Form is complete, as per the Change Management process.
  • Chase Delivery Lead’s for estimations
  • Assists with change request approval process and monitors delivery of change requests
  • Inform requestor on progress

  • Follow up on status for delivery delays and related causes

  • 1st escalation point for tickets related topics
  • Correct escalation procedures should be followed (i.e. Major Incident Process or standard escalation path).

  • Ensures clients’ documentation is maintained and updated by the technical resources and/or Delivery Team Leads/SPOCs. Some examples, not limited to the items below:
  • Change Request forms
  • Incident Forms
  • Questionnaires & Blueprints
  • Functional/Technical Specification Documents

  • Severity 1 and 2 Process according to the Incident Handling Process.

  • Ticketing Tool management and its corresponding processes
  • Assess ticket ownership.
  • Update the stakeholders
  • SLA monitoring
  • Change Request Delivery
  • Follow up on status and delivery delays
  • Act as first escalation point

  • Responsible for coordinating and documenting Incident Reporting (RCA), execution of Dashboards and Reports on Demand

  • Responsible for SOC1 tasks assigned
  • Change Management Controls
  • Computer Operation Controls
  • Annual External Audit

  • Provide feedback on Process Improvement initiatives when ITCSO perspective is needed.

  • Responsible for coordinating and documenting requisition of account staff together with ITCAM, Project Manager, Solution Architect and with Planning Officer where appropriate.

  • Maintain Internal GTAS Trusted Source List in SNOW with approval of the ITCAM.

Required Education and Experience:
  • Bachelor’s degree Graduation (Mandatory)
  • At least 2 years job experience in the IT Service Management related field
  • Good working knowledge of standard change , Incident and Problem Management practices and methodologies
  • Is ITIL certified or has good knowledge of ITIL framework, is preferred
  • Able to work after hours and weekend work, when required
  • Excellent written and verbal communication skills
  • Proficient computer skills - MS Office apps (Word, Excel, PowerPoint, etc...)
  • A self-motivated, quick learner with strong decision making skills
  • Works and interacts well with others at all levels
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締切: 20-06-2024

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