The Domain Specialist is responsible to maintain high levels of service and ensuring all IT operations activities are performed. The candidate is a subject matter expert in technology and/or business domain. This candidate is responsible to drive both internal and external teams in the resolution of complex problems or highly innovative resiliency related actions.
He/She possesses strong analytical skills in the completion of service operations related activities and is responsible for tracking and analysing important reports covering service performance metrics and operations activities.
• Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes
• Assist as Subject Matter Expert and Drive organizational capability to effectively apply service operations and maintenance framework
• Troubleshoot and resolution of service health issues and bring relevant parties to resolve impediments impacting service performance
• Assist in blueprints for operational support material for disciplines of applications are concise and complete; covering (internal security and technology standards)
• Organise system activities including planned maintenance events, system backup processes and disaster recovery drills
• Provide guidance to the team to ensure the best support and best standarisation of approaches possible for systems availability
• 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
• Assist senior leaders in disaster recovery planning and activities
• Provide 24/7 primary application maintenance standby support.
Day to day support for cluster offices include:
• Monthly SLA fault call review
• Onsite support (If required)
• Follow up with relevant department on fault calls.
Example of KTLO activities
• Post monthly maintenance server checks
• Capacity planning
• Monthly application monitoring
• User access matrix
Requirements / Qualifications:
• Bachelor’s degree in computer science or other highly technical, scientific discipline
• 5-10 yrs of Technical / Application Support experience
• Proven client engagement experience / vendor management experience
• Proven experience of working efficiently in a cross functional team
• ITIL v3/v4 certification and strong service oriented experience / background 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
• Ability to establish and manage processes and practices through collaboration and the understanding of business
