Ensure ITIL Service Operation services are managed, operated and supported in accordance with the ITIL service model.
Manage the communication bridge during small to medium incidents and/or support existing staff on Severity-1 and Business Critical issues.
Monitor the technical bridge as needed.
Craft, coordinate and publish communication during small to medium incidents.
Ensure timely creation and updates to the ISBA problem database.
Perform trend analysis to identify potential areas of concern for proactive correction.
Maintain and uphold Incident and Problem policies and procedures in accordance with ITIL processes.
Maintain open communication and good working relationships with departments that participate in Incident and Problem Management and help define ways to increase internal and external client satisfaction.
Regularly review and suggest updates to the ITIL v3 Process Architecture toolkit.
Manage day-to-day functions to ensure the efficient handling of incidents so that normal service operation is recovered as quickly as possible and minimize the adverse impact on the business.
Attend Service Provider daily standup meetings.
Facilitate ISBA Development daily standup meeting and gather pertinent incident detail to track and measure ISBA goals.
Ensure Request for Change forms and change records and created for incidents requiring change to recover and resolve.
Ensure all incidents are related to a known error, problem, incident model, or workaround.
Review incident reports.
Ensure problem records contain full historical data and related known error records are updated.
Monitor outstanding problems and their status to ensure corrective measures are being taken to permanently fix the problems.
Attend major review (debriefs), review resolutions to ensure prevention of problem recurrence.
Review problem reports ensuring all problems are in the correct queue for resolution.
Ensure root cause analysis documents are complete, accurate and associated to the problem.
Monitor chronic problems to ensure timely updates and final resolution.
The following skills and knowledge are important:
Knowledge of and experience with the ITIL Service Management Framework1.
Good typing and computer skills.
Attention to detail and the ability to produce and maintain good and clear documentation.
Good Communication Skills.
Good Collaboration Skills.
Ability to work under pressure through challenging issues.
ITIL Foundations Certification is preferred!
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