| Job Location: Australia
Dear Candidate, Candidate profile is:
Reports to â€" SDM
Location â€" Sydney
Candidate should have experience on managing support project
Responsibilities -
1. Represents overall delivery of ITC Infotech Support and Service Management to Qantas Loyalty Business & IT and (together with the SDM) is responsible for all Service Support and Service Delivery actions taken to ensure they meet Qantas Loyalty business needs.
2. Assist the SDM in the following activities -
• Manage complete Life cycle of IT Service Management
• Manage and have direct accountability for the management of the Support Operations
• Single point of contact from ITC Infotech for all 3rd party incident managers
• Reviewing and reporting performance against Service Levels;
• Negotiating any Changes to Service Levels or new Service Levels;
• Reviewing and ensuring a plan is in place and agreed with Qantas for any major Changes to Deliverables or Support Services;
• Taking all necessary actions to ensure all Deliverables meet agreed time, cost and quality performance criteria;
• Proposing changes to any part of the Agreement for Deliverables with the Qantas Loyalty based on priority and criticality from other support vendor..
• Compiling periodic reports
• Coordinate within ITC Infotech Resolver Group
• Monitor the progress on incidents and act accordingly
• Help the team in getting more information from end users needed to resolve an incident
3. Specific Focus Areas for this role â€"
• Business Analysis - & Functional Support â€" understand & analyse the business processes & the way our solution address the same. Give useful inputs to the tech team in order to do a better job as well as help Qantas business understand & better use the application
• Test Strategy â€" work with Qantas business, Loyalty IT and ITC test lead to agree on test strategy & plan for every release. Ensure coordination during test execution.
• QGL Stakeholders Management â€" Regular feedback and meetings, alert team on potential concern areas and work on addressing them
• Should act as the first point of resolution to ensure 70% of all Severity 1 issues are resolved at onsite
Skills
• Strong knowledge of Siebel Configuration, EIM and EAI areas
• Strong support mentality and good experience of handling support engagements
• Knowledge of Incident management tools
• ITIL and ITSM knowledge is a must
If this role suits you then please send me your updated profile immediately to rakesh.sukkalraj@itcinfotech.com
Regards,
Rakesh
080-2298-8762 |