Manager - Service Management

Role PurposeTo provide support of ITIL Processes and business users which includes Service Desk, End user support, hardware and software provisioning and batch process include all ITIL functions in order to support the day-to-day business operations within the agreed KPI and SLA.Key Accountabilities1- IT Service Management;Maintain ITIL process (Incident Management, Service Management, Service Catalogue, IT Assets and Knowledge Management)Adhere ITIL best practice.Answer inbound calls to the IT Service hotline within agreed KPILog and create service desk ticket for issues and fulfillment and ensure ticket are assigned and categorized properlyUpdate the knowledge database for new resolutions discoveredMake sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams.Maintain the IT Assets Management (All End users related assets).Providing a single point of contact for IT Service Management across all IT functionsEnsure that the CMDB is managed an maintained with the highest degree of accuracyMaintain accurate inventory of hardware, software, and other relevant technological toolsExcellent communication skills that allow them to explain technical problemsTroubleshoot hardware, software, and network issues.Ensure that user requests and concerns are recorded, affirmed, and categorized for further handling.Perform remote troubleshooting through diagnostic techniques and pertinent questions.Utilize imaging and software library to deploy systems reimage and migrate data as neededDocument, track and monitor client incidents and requests in ticketing system to ensure timely and accurate resolutionCreate help manuals for existing and new programs and End-user TrainingRun daily night batch process for Caesar applicationEnsure backup system is executed as per daily schedule#J-18808-Ljbffr