At least 5 years of experience in an information technology, telecommunications, networking, or support environment, preferably in a service delivery support or management capacity.
Experience interfacing with technical and operational teams.
At least 5 years of involvement with a broad managed services infrastructure environment, particularly mission-critical 24/7 environments.
Strong understanding of a wide range of information and communications technology infrastructure products and applications.
ITIL knowledge or certification.
Experience in IT service delivery, preferably within an IT integrator or professional services company and within networking or support.
A highly customer-focused approach.
Responsibilities
Assist with ongoing day-to-day service delivery and relationship management.
Coordinate and manage customer reporting required for delivery according to contracted service-level agreements.
Manage the maintenance and updating of the Configuration Management Database with details of all changes.
Oversee the incident management process and coordinate staff activities to resolve incidents while providing customer-level escalations and communication.
Work with project managers to ensure seamless transition of knowledge and project information into operations.
Provide management oversight of small project work packages.
Job Description
Company: SystemCanada |www.systemcanada.com
World wide office: Canada - USA - Australia - UK - South Africa - New Zealand - Ireland - Japan
Job Description
You will come from a background in IT Service Delivery, working for an IT Integrator or Professional Services Company, preferably within Networking or support and be highly customer focused.
Day to day you will:
Assist in the ongoing day-to-day service delivery and relationship management.
Coordinate and manage all customer reporting as required for delivery, according to contracted SLA’s.
Manage the Maintenance and updating of the CMDB (Configuration Management Database) with details of all changes.
Oversee the Incident Management process and coordinate the activities of staff in the resolution of incidents whilst providing customer level escalations and communication.
Work with project managers to ensure a seamless transition of knowledge & project information into Operations
Responsible for management overview of small project Work Packages.
Your experience and qualifications will include:
Current drivers license required.
At least 5 years experience in an IT/Telecommunications & Networking/Support environment preferably in a Service Delivery support and/or management capacity.
Experience interfacing with technical and operational teams
5 or more years involvement with a wide ranging Managed Services infrastructure environment with particular exposure to mission critical 24/7 environments
Strong understanding of a wide range of ICT infrastructure products and applications