IT Service Management

Job Summary

The IT Service Management is a facilitator that will work as the single point of contact for all incidents and requests and projects related to applications managed by the TPM (Tools, Process and Metrics) tower team. The Process Coordinator will be responsible for continued monitoring and control of the managed applications’ tickets in progress. The Process Coordinator will be involved in any major situation to be able to understand the impact, explain, document the root cause analysis, and suggest improvements if applicable.

The Process Coordinator will be responsible for monitoring TPM tower’s performance analyzing the incidents and requests’ data to look for specifics and suggest resolution on going issues.

This role is intended to build a stronger relationship with our customers (internal and external), centralize and formalize the capture and acknowledgement of requests, incidents and projects related to TPM Team’s managed applications, and offer a better support and follow-up on any business need, therefore the Application Process Coordinator will be part of any new project planning and/or implementation as well as any relevant meetings.

Responsibilities

· Collaborate in the TPM Team project planning and/or execution.

· Create or publish all Account documentation and training material.

· Train and Support learning curve of any new member of the team providing support to the account.

· Maintain tower specific processes documented and up to date.

· Work closely with the tower manager to aligned account performance expectations and results with Business needs.

· Monitor emails closely to be aware of any major issue happening on the tower (providing timely response if necessary).

· Available to get involved on any major escalation for the tower.

· Actively work on major issues resolution.

· Contact the customer or user involved in any major issue to keep him/her informed on the progress and resolution

· Perform Root Cause Analysis of major issues and escalations

· Control and monitor tickets queues (incidents, requests, and changes) volume to manage and report any anomaly on the account behavior.

Skills and Experience

EXPERIENCE:

· 5 years of combined experience working in infrastructure, cloud operations, or technical support roles within the Engineering team or a similar environment.

· Demonstrated ownership of complex technical issues or escalations, with experience leading or mentoring peers in resolution efforts.

· Prior involvement in process improvement, automation, or project initiatives is highly valued.

EDUCATION:

· Computer Science, Engineering, IT bachelor's degree or equivalent working experience.

SKILLS:

· Good Communication Skills (written and verbal)

· Inference and research abilities

· Detail Oriented

· Customer Focus

· Presentation Skills

· Reporting and Analytical skills

· Team player

LANGUAGE SKILLS:

· English Level B2+