A. ROLE PURPOSE (A HIGH-LEVEL DESCRIPTION OF THE ROLE)
To ensure the effective delivery and support of ITIL processes and services, covering all ITIL functions to guarantee smooth day-to-day business operations within the defined KPIs and SLAs.
B. ACCOUNTABILITIES (SHOULD BE A MAXIMUM OF 6 ACCOUNTABILITIES)
IF ONE OF THE ACCOUNTABILITIES IS NOT PERFORMED AT THE OPTIMUM LEVEL, THE ROLE WILL NOT BE PERFORMED EFFECTIVELY
# KEY ACCOUNTABILITIES (WHAT) KEY TASKS
(HOW) KEY DELIVERABLES
(RESULT)
1 Service Management process, & IT Service Management Projects
- Manage incoming service requests and incidents through the ITSM tool.
- Coordinate with technical teams to ensure incidents are resolved within agreed timelines.
- Record, update, and close service tickets accurately with clear and detailed documentation
- Communicate effectively with end users, providing regular updates and guidance on their requests or incidents.
- All service requests and incidents are acknowledged and assigned in accordance with defined SLA timelines.
- Positive user feedback or satisfaction scores captured through post-resolution surveys or feedback mechanisms.
- Weekly or monthly performance reports demonstrating compliance with SLAs.
2 Availavility Management - Provide on-demand support for urgent router configuration requirements.
- Conduct scheduled monthly and quarterly review sessions.
- Perform site visits as required.
- Ensure timely reporting and closure of assigned tasks.
- Response Time: Immediate response for critical incidents; adherence to agreed SLAs for standard activities.
- On-call Rotation: Participate in an on-call schedule, if applicable, to ensure continuous and uninterrupted support. - Deliver immediate response and resolution for critical router configuration issues upon client -request.
- Remain accessible at all times to support urgent matters.
3 Network & Operational Tasks
- Strong understanding of wireless security protocols, including WPA2 and WPA3, as well as SSID configuration and MAC filtering.
- Proficient documentation skills with hands-on experience using Excel.
- Ensure proper implementation and configuration of wireless security protocols.
- Maintain accurate and up-to-date documentation of wireless configurations, including SSID settings and MAC filtering policies, for audit and support purposes.
4 Asset Management
- Monitor software utilization to ensure compliance with licensing agreements.
- Ensure all IT assets are correctly tagged and accurately recorded in the asset management system.
- Maintain up-to-date records of warranties, service contracts, and support agreements..
- Maintain a centralized, current repository of all warranties, support agreements, and vendor service contracts, including tracking of renewals and expiration dates.
C. MAIN CONTACTS – (DEFINES EXTERNAL WORKING RELATIONSHIPS / INTERACTION FREQUENCY)
• All Internal Departments
• TIDES Department
D. EXPERIENCE - (MINIMUM KNOWLEDGE TO PERFORM THE JOB EFFECTIVELY)
# OF YEARS Over 1+ year of experience working in a large-scale, diverse IT environment, with practical application of ITIL best practices.
EDUCATION • Bachelor’s degree, preferably in a technology- or science-related field..
• Working knowledge of ITIL and core ITSM concepts, including Change Management, Change Advisory Board (CAB) support, process improvement, and hands-on experience with ITSM tools.
CERTIFICATIONS ITIL Certification.
Please send your CVs to email: [email protected]
Also fill the attached Employment Application form