Lead, IT Service Management at Interswitch

Job Summary

• As a Lead in IT Service Management, you will facilitate improved IT services for businesses by developing and implementing necessary action plans and setting and enforcing standards for IT practices and operations.

Responsibilities:

• Lead and coordinate activities between various teams as needed to facilitate the provision of services and incident remediation.
• Identifies and implements opportunities for improvement for Incident, Problem, Capacity, Service Request and Service Management.
• Actively participate in major incident service restoration and problem management activities by leveraging technical knowledge of systems supported.
• Perform incident analysis and suggest action plans for remediation.
• Maintain accurate inventory of all IT equipment for all sites and ensure relevant Asset Management policies and guidelines are followed.
• Coordinates with Service Owners/Process Owners to identify improvement opportunities, define key performance indicators and develop metrics for improvement.
• Coordinate technical report writing for Incident and Problem Management.
• Proactively ensure service continuity and improvement through the review of improvement plans, the use of Problem Management, and quality tools, and reporting on activities.
• Review and approve communications plans, and awareness plans, and communicate as necessary by working within established internal communication systems and procedures
• Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements - reporting non-compliance as appropriate.
• Serve as a primary escalation point for end-user and operational issues (Incidents & Service Requests) not resolved within established SLAs and ultimately accountable for IT service management process
• Responsible and accountable for ISO 20000 certification and annual surveillance/recertification.
• Define service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions and Monitor Service Level performance targets (internal)
• Identify process optimisation opportunities (with guidance) and contribute to the implementation of proposed solutions
• Produce relevant reports in a standard format in an agreed timeframe and add a commentary that interprets the data set.

EDUCATION AND EXPERIENCE

Academic Qualification(s):

• Good first degree in Computer Science / Computer Engineering or other related area

Professional Qualification(s):

• Service Management Certifications (e.g. ITIL)
• ISO 20000, 27001 and/or 22301 Experience (Number of relevant years):
• Minimum of Five (5) to Seven (7) years of experience