Methods and Standards
Plan, coordinate and manage ITSM tool programs, applying ITIL best practice as best suits the organization's business situation and goals.
Plan, coordinate and manage improvements to ITSM processes and IT service delivery in order to increase efficiency, effectiveness, and cost effectiveness.
Plan, coordinate and manage project-related matters that require ITSM tool involvement.
Ensure product quality in projects up to expectation.
Plan, support, manage and control Continual Service Improvement programs to increase IT service delivery customer satisfaction.
Assist in research and development of solutions and tools related to ITSM that would bring value to the bank.
ITSM Process Improvements
Involve and coordinate the selection of subject matter experts (vendors) and automated tools.
Involve and coordinate negotiation sessions with vendors to value proposals for consultancy, training, and tools usage.
Plan and coordinate awareness campaigns, communications management, and certification initiatives across IT.
Coordinate and involve in the selection and endorsement of process owners and their roles and responsibilities.
Plan and conduct surveys, analyze, and validate results to ascertain maturity levels.
Set and communicate improved target levels for maturity and plan, direct, manage, and prioritize improvement programs.
Program Coordination and Reporting
Coordinate and involve in project management, vendor and contract management, reporting/documentation, and communication skills.
On-the-job training and research to improve knowledge on IT Infrastructure Service Improvement.
Plan and coordinate continuous learning activities related to standards and best practices, i.e., ITIL and COBIT, and coordinate certification programs.
Governance / Compliance
Follow up on actions to resolve identified issues.
Assist and involve to ensure guidelines set adhere to policies and procedures governed by internal and external auditors.
Requirements
Minimum 5 - 8 years of experience in ITSM tools for SD, IM, PM, CM, and other modules (ITIL best practices).
Technical understanding of infrastructure, systems, and applications related to Banking Applications.
Value added understanding and experience in Network technologies such as DNS, DHCP, SNMP, IPTABLES, FIREWALL, and TCP/IP.
Minimum 3 years of experience in Windows/Linux/Database server in a virtualized environment and familiarity with network equipment such as Routers, Switches, Load Balancers, and Appliances.#J-18808-Ljbffr