IT&S Application Crisis & Problem Manager
Moka, Mauritius Project / Product management
Job description
about the role
Job Purpose:
· Drive and manage any business impacting incident using the defined process of Major Incident Management, which require sense of business, authority and excellent communication skills.
· Oversee and manage the execution of the problem management process based on accepted ITIL processes.
· Develop and support the ITIL problem management process and agreed procedures, aiming to minimizing the adverse impact of incidents and problems to the business..
· Major Incident Management role into application service restoration
· To undertake any other reasonable task as assigned or deemed necessary by management.
Key Tasks and Responsibilities:
· Drive and manage OBS-IT application Crises
· Execute Problem Management process based on ITIL processes for OBS-IT applications (500+ application).
· Driving problem resolution activity in coordination with Software factory, Infrastructure, Engineering, Suppliers, and parallel problem management teams as required.
· Build Root Cause Analysis (RCA) and manage the implementation of definitive solutions.
· Create and maintain known error records in the Known Error Database.
· Generalizing preventive actions across systems by providing Proactive Problem Management.
· Proactively analysing output from monitoring/supervision tools [Witbe/PEM/CMS/PUMA], Genergy, RCA portal and application response time/performance study.
· Present and explain the resolved RCA documents in the OBS-IT control committee.
· Act as OBS-IT change manager after the normal business hours
about you
· University degree in Computer Science/Engineering related field.
· English language is mandatory.
· 3-5 years of experience in Application/IT enterprise.
· Application support/architecture and life cycle knowledge .
· knowledge and understanding of ITIL framework and best practices
· Excellent decision making capabilities
· Intermediate knowledge about Operating Systems, Database, Network,Coding, hardware and Monitoring
· Ability to prepare conduct meetings as well as performing necessary post meeting communications, action tracking and follow-up
· Strong interpersonal skills including strong verbal, written communication and excellent listening skills are required
· Technical certifications.
· ITIL intermediate certification is a plus
· Kepner – Tregoe certification is a plus
department
Orange Gbl Sol for Business
contract
Regular