In collaboration with the
and the outsourcers, you are responsible for -Guaranteeing the performance of the services, the availability and the integrity of the IT resources in compliance with the contractual service levels in the event of an incident (SLAs).
Manage the activity by means of dashboard. Propose and evolve indicators.
Represent the company in the rituals set up with the outsourcer (Technical Committee, Operational Committee, daily point), and check the progress of the planned actions -Participate in the
Participate in the resolution of major incidents and crises.
Ensure the mobilization of internal and external actors, escalations and communications, reporting.
Proposal of workarounds / remediation plans to be implemented in collaboration with the Incident Manager.
Ensure the production by the outsourcers of Root Cause Analysis, check in collaboration with the Problem Manager that the associated action plans are proceeding as planned.
Be a force of proposal for the improvement of the service rendered.
Participate in problem solving rituals (Quick
Response Quality Check) -Update and guarantee the good completeness of the repositories in particular the CMDB.
Job Requirements
Very good knowledge of IT production and sense of customer service.
Advanced knowledge of IT Infrastructures (servers, storage, networks...)
Significant experience with ITSM tools
(ideally Service Now) - Fluency in English
Contact:
T: (011) 43551500
T: +33140608080
Email : Investor.relation@safran.fr.
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