Overall Summary:
"The Service Operations Specialist is responsible to maintain high levels of service and ensuring all IT operations activities are performed. He/She is responsible to drive both internal and external teams to ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance.
He/She posseses strong analytical skills in the completion of service operations related activities and is responsible for tracking and analyzing important reports covering service performance metrics and operations activities."
Roles and Responsibilities:
• Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes
• Track and ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance
• Troubleshoot and resolve service health issues and gathering relevant parties to resolve impediments impacting service performance
• Ensure all operational support material is complete and all process comply within internal security and technology standards
• Organise system activities including planned maintenance events, system backup processes and disaster recovery drills
• Prepare and deliver status updates / report to management
• L1.5 support
• Provide guidance to the team to ensure the best support possible for systems availability
• Log and track problem tickets relating to S1/S2 or high impact issues
• Support and assist in high severity incidents and drive problem management meetings
• Collaborate with multiple internal teams across disparate groups to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution
• Manage high severity incident communications such incident broadcast communication to all stakeholders and provide regular updates to management until incident closure
• Manage the incident and problem management process to ensure all preventive measures and problem resolution are recorded in the Known Error Database (KEDB)
• Implement Response and Recovery Plans and activities relating improvements to service recovery
• Maintain processes, templates and SOP, website and information related to incident and problem management
• Assist senior leaders in disaster recovery planning and activities
Qualification/ Requirements:
• Bachelor’s degree in computer science or other highly technical, scientific discipline
• 3-5 years of Technical / Application Support experience
• Proven experience of working efficiently in a cross functional team
• Able to commit on 24/7 Standby and go on site when required
• ITIL v3/v4 certification and strong service oriented experience / background will be preferred
• Knowledge and understanding of IT industry environment and business needs Strong competency in IT technologies covering operating systems, databases technologies, networking, server, load balancing and/or application related domains covering healthcare and healthcare related industries
