Your Assignment is to take charge of managing relations with Information System users: Your main responsibilities will be to: - Handle and track incidents - Manage and track problems (prepare and chair problem-tracking committees with technical and business entities) - Manage and track changes / prepare and lead change committees (CAB) - Prepare and lead operational meetings and steering committee meetings - Set up quality control service and track OLA/SLA (calculate and track KPIs) - Manage service catalogue - Set up and track request treatment procedures - Coordinate delivery projects (planning, activity prioritization, etc.) - Coordinate with teams assuring support - Guarantee respect of defined service levels (SLA) and make proposals on necessary actions to reach them - Ensure follow operational scope - Set up internal and external reporting charts - Participate in client / steering committee meetings - Set up and update work procedures
With an education of High School diploma +4, you possess 3 years’ experience minimum in managing service contracts and in managing resources (helpdesk technicians or similar), acquired within a Production and/or IS operating environment. Good mastery of managing a service contract. Excellent writing skills. You possess writing qualities and are at ease during oral presentations. Operational level of English. ITIL Certifications would be a plus.
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