Job Description

Job Description for the Position :

Expert in an IT OSS team.

OSS provides local and agreed remote site support for all local IT services. Support includes handling of user incidents and requests, management of different infrastructure and application components together with the service owner, service centres and the operation teams. The job holder independently manages and develops certain assigned responsibilities by seeking contribution from colleagues. In addition, he/she may occasionally participate to development projects when agreed beforehand with the superior.

The key responsibilities for this role include:

Key areas of responsibilities

• Conduct support operations on day-to-day basis

• In cooperation with Infrastructure operations and engineering teams, perform actions to maintain Service Level Objectives as well as security and compliancy tasks

• In cooperation with Service Owners, conduct service management operations for local and legacy services

• Strive for continuous improvement to improve service and support operations

• Where agreed, participate to IT Compliance development for own area (Senior Engineer)

• Where agreed, participate to Infra development within own area of expertize (Senior Engineer)

• Where agreed, manage business integration with active communication, promotion and deployment of standard IT services, coordination of local key users and handling of possible local escalation cases on own responsibility area.

• Participation in the Duty Ring at sites/consolidated sites within two hours from home base, where applicable

Key contacts:

• End users, business key users and managers

• Servers & Storage, Communication Technology, and Managed Desktop Services Engineering and Operations teams

• Application Services, including Service Owners, AS architects and teams

• Command Center team

• User Support team

• Transition Management team

• External vendors

Prerequisites

• Strong service mindset

• Strong business understanding

• Experience on preferably several of technological domains: Servers & Storage, Communication Technology, and Managed Desktop Services

• Deep problem solving capabilities with in-depth understanding of technology and business interface (Senior Engineer)

• Experience and knowledge of local application portfolio

• Good understanding of IT Service Management processes and practices

• Good communication skills in local language, combined with adequate written and spoken English language capabilities

• Willingness to travel, not more than 20% of working time

Competence profile

• Demonstrates a positive and productive attitude

• Manages to prioritize tasks and work under pressure

• Inspires the trust of others

• Follows organization’s goals, values, policies, and procedures

• Manages competing demands, frequent changes, and uses time effectively

Skills, Experience and Qualification Required for the Position :

1. Education – Minimum Qualification: B.Eng. in information technology or master degree

2. Experience in IT, with few years’ experience on hands on in Data Centre

3. Solid technical understanding of one or more technology areas, such as servers, storage, operating systems, cluster technologies, SAP, databases or middleware. The ability to cover multiple technology areas or will to learn additional areas is a strong plus.

4. IT service delivery competencies, communication skills, ITIL methodology certification or respective knowledge, situation management skills, broad awareness relating to IT infrastructure, agility and flexibility to address critical situation (downtime) in professional manner.

5. Ability to work independently with little day to day support – self starters

6. Flexibility with respect to time – client deliverables need to be met with a Can do attitude

7. Have a B driving license