Senior Information Technology Specialist

Managing the services from various vendors, tracking of SLA, Problem, Incidents, issues, and all the managed services project and vendors for the company's IT.

• Ensures that IT services are delivered as agreed in SLAs (Service Level Agreements) and meet business expectations.
• Prepare reports on SLA performance, including adherence to timelines, service quality, and issue resolution.
• Incident and Problem Management Oversight through monitoring service performance, ensures issues are resolved efficiently, and drives root cause analysis to reduce recurring problems.
• Lead post-incident reviews to understand the cause of service disruptions and develop preventive measures.
• Ensure all incidents are documented, and lessons learned are communicated to the team.
• Continuous Improvement using metrics, user feedback, and incident trends to identify and implement improvements to IT services.
• Provides regular reports on service performance, uptime, incidents, and SLAs to management and stakeholders.
• Oversee service tools by managing and ensuring authorized tool is used by the service team and are functioning effectively.
• Evaluate and implement new technology that could improve service management and suggest their implementation.
• Regularly communicate with client to ensure they are satisfied with services provided, gather feedback, and resolve issues.
• Coordinate with the company's vendor and partners to effectively implement solution and ensure timely delivery with adhere to the company policy, procedure and security requirements.

Job Details

• Seniority level: Not Applicable
• Employment type: Contract
• Job function: Information Technology
• Industries: IT Services and IT Consulting