ITSM Manager

6 days ago

Lahore, Punjab, Pakistan beBeeGlobalITSMAnalyst Full time

Job Title: Global ITSM Analyst

The role involves managing the lifecycle of unplanned interruptions, malfunctions, and quality reductions of provided IT services throughout the enterprise.

  • Ensure proper execution and documentation of incidents and resolutions.
  • Work on projects/issues of low to medium complexity as assigned.
  • Communicate with clients and partners to ensure clarity and uniformity in relaying operating procedures and processes via notifications.
  • Trigger Management or Technical Escalation in case of technical crisis and follow up on escalation and continuous communication.
  • Provide technical and customer impact analysis of every incident to set the appropriate incident priority and escalate blocking issues.
Key Responsibilities:
  • Inform stakeholders on the status of their problem through Incident Notification.
  • Follow up SLA and push for short MTTR to reduce client impact.
  • Draft and relay technically written reports for both business and technical audiences.
  • Deal with desktop support issues such as application issues and apply essential updates & fixes.
  • Have basic knowledge of Networks including IP related issues, router/hub/switch related issues and using network commands to troubleshoot.
Qualifications:
  • Bachelor's Degree or above in Information Technology, Computer Science, Software Engineering or related field(s).
  • Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure is preferred.
  • Excellent verbal and written communication skills.
  • Technical writing skills.
  • Ability to facilitate, drive, orchestrate, and lead large diverse groups.
  • Strong grasp on basic to intermediate computing/networking concepts.
  • Able to handle crisis-situations and define priorities under pressure but within fixed procedures.
Benefits:
  • Opportunity to work unconventional shifts (on call/afterhours/weekends).
  • Strong grasp of ITIL (Information Technology Infrastructure Library).
  • Ability to coordinate with team(s) of different skill set to share and obtain technical information.
  • Strong organizational skills, attention to detail and flexibility to multi-task across tasks with varying deadlines.

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