长沙招聘

IT Operations: Service Transition, Control and Support Unit: Command Centre

Main Tasks and Responsibilities

IT Operations
IT Operations is part of global IT organisation and it is responsible of IT infrastructure and IT operations in globally.
Function has two main responsibility areas; 1) Monitoring and controlling the delivery and changes of all IT services as well as providing user support centrally and locally. 2) Designing, development and maintenance of IT infrastructure.
The centralised operations are performed by competence teams from three service centers in Changshu, Krakow and Tampere.
Local service support and operations are taken care by distributed Field Services organisation located in main sites in different countries.

Service Transition, Control and Support Unit (STCSU) is organised in three teams:
1) Transition Management responsible for managing the introduction of new and modified services to production and
2) User Support responsible for managing & coordinating User Support and Key User activities.
3) Third team is Command Centre responsible for managing overall service availability and monitoring providing 24/7 reaction capabilities and managing resolution of events and high priority incidents (E2E responsibility).

Command Centre
The purpose of the Command Centre is to monitor IT services to ensure smooth running and facilitate the resolution of any high priority incidents affecting services. The team will receive input from internal and external partner monitoring tools and return any incidents to "normal service". The Command Centre will be responsible to call on "all and any" parties needed to resolve the incidents and facilitate the escalation of the incident, until the fix is found. We will also ensure "think beyond fix" is in place, so that corrective action is taken to prevent reoccurrence.
Working in the Command Centre will provide an opportunity to work with a wide range of application and infrastructure environments. The candidates will gain a wide exposure to many processes and global services. Key skills include; facilitation, dispute resolution and communications as dealing with many and varied incidents, people and organizations is part of the remit.
The team of Operating and Assisting Officers will work in shifts to provide 24/7 reaction capability. The shift-work schema is under design.

IT is looking for
Assisting Officers to Command Centre / Service Transition, Control & Support / IT Operations

Main task and responsibilities:
#Restore normal services as quickly as possible and minimize adverse impact on operations
#Monitor all events that occur, through the IT infrastructure, to enable normal operations and to detect and escalate exception conditions
#Ensure that the best possible levels of service quality are maintained
#Manage events and priority 1 and 2 incidents resolution coordinating 24/7 reaction capabilities
#Decide if emergency on-site or Service centre work is needed
#Ensure incident is closed
#Interact with external outsourcing partners to have holistic monitoring view and coordinate issue resolution
#Ensure Event & Incident root cause analysis, reporting and corrective action implementation
#Support service owners with root cause analysis

Requirements
Skills and capabilities:
#Relevant professional experience of approximately 5 years
#Good knowledge of IT infrastructure and applications
#Awareness and understanding of business requirements for IT
#Good understanding of ITIL and IT processes. Service Management processes and practices
#Strong presentation, documenting and reporting skills
#People leadership & management skills and ability to influence to achieve
#Initiative taking and self-directed
#Good Prioritization capability and strong dispute resolution skills
#Strong relationship, communication and interpersonal skills,
#Ability to work under pressure
#Effective, goal oriented with positive mindset

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