Analyst Programmer

• Provide a point of escalation and leadership for high-priority incidents follow-the-sun.
• Facilitate efficient Incident Management process and ensuring timely and formal communication with customers and internal partners for high-priority incidents.
• Define, report and track service quality metrics.
• Ensure a seamless transition to Problem Management while maintaining comprehensive oversight.
• Analyse performance metrics to prepare and present service performance reports
• Instigate and drive service improvement initiatives.
• Ensure effective operation of the Change Management process including risk assessment, approval and sign off.
• Ensure efficient use of Change Management tools in line with global processes.
• Collaborate with relevant teams to keep SLA/SLO accuracy.
• Ensure process alignment with the ITIL and COBIT frameworks.
• Collaborate and contribute with the overall success of all ITSM-related functions (Incident, Problem and Change Management, Service Governance, Service Continuity and the Technical Operations Centre)

Qualifications:

• 5+ years’ experience in an IT or technology support role. With 3+ years of Service Management experience.
• ITIL V4 and COBIT framework adherence proven track record.
• Solid experience collaborating with Incident Management to write and socialize executive-level Incident Reports.
• Solid interpersonal skills and comfortable interacting with partners at both infrastructure and application levels. Must be willing to step up and drive major incidents involving production environments with a strong sense of urgency.
• Excellent communication skills. Exceptional verbal, written and listening skills are essential to exert influence within the organization and with partners and supplier. A specific skill is the ability to summarize and communicate complex technical issues concisely to senior internal partners and customers
• Good report building and presentation skills (PowerBI, PowerPoint, Excel, ServiceNow)
• Good in Resource Planning, Forecasting and Continuous Improvement (Solid grasp of Project Management tooling. Gantt, Kanban, Agile Framework (scrum), Kaizen, et cetera)