Responsibilities
:
1. to coordinate all resources of the tower (including off-shore)
2. to orchestrate end-to-end-services for the involved towers (top of stack)
3. manage the cooperation between towers to ensure usage of standard methods and tools wherever applicable
4. ensure that account specific processes are applied at all relevant scope
5. evaluate and manage service requests
6. to drive completion of service acceptance, technical assurance and handover processes being the spoc in case of escalations & major incidents
7. act as the next level of escalation for tower specific technical teams for all service mgmt. processes
8. ensure that the root cause analysis for the tower specific services are performed
9. raise problem records whenever identified
10. raise request for changes, assess prepare, present the change in the cab to get the approval
11. identify and manage all required resources for change planning and execution (including testing, approval and back out plans)
12. ensure the quality of asset management requirements in the respective towers
13. ensure the cap planning of the account in the tower on the component level and provision to manager
qualifications
qualifications
14. college/university degree in it or 5 - 7 years of equivalent working experiences
15. portal, virtualization, application database or hardware knowledge
16. solution architect 3 -5 years, itl foundations, project management
17. crm experience
18. experience in hardware and software migration is an asset