Job Description:
The Digital Support Lead is responsible for Oversee and manage the day to day allocation of activity and regular tasks within the Digital Support Team of Data Market Intelligence program. The role is responsible to ensure “quality of service” to customers of the deployed applications. He/ she is responsible to improve continuously the serviceability of DMINT applications.
The person’s mission is to both increase the DMINT service quality while also ensuring IT process efficiency by identifying and eliminating waste.
KEY EXPECTED ACHIEVEMENTS
Coordinate with key clients to define roadmap and process priorities of the processes he owns : Change Management, Incident Management, problem management and Knowledge management
Defining the Methodology and framework of the support operations aligned with global standards.
Point of contact and accountable during Major Incident to ensure timely resolution of the most urgent and impacting incidents affecting business operations (Priority 1 incidents) .
Be the escalation point for all clients on service-related issues.
Manage escalations by ensuring correct processes are followed and that the right people are engaged to bring quick and efficient resolutions
Partner with other leaders across the organization and champion the day-to-day operation, continuous improvement, and governance of the lifecycle of IT Service Management
Manage, report and communicate on the performance of the processes.
Own and manage the process including driving the evolution of the process from A to Z;
Monitoring of applications, infrastructure from cloud and optimizing the same.
Coordinate and facilitate the Change Management process across the program;
Continuously work with a mindset of organization by identifying opportunities to standardize, integrate and optimize processes. Be a agent of change and demonstrate thought leadership to drive various initiatives
Own and be responsible for compliance like Project Audit.
4 - 8 Years
1 Openings
Not Disclosed
Online interview
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