IT Operations Consultant

Purposes:

1. To address the evolving and growing sales and distribution -related business systems requirements of the PVM OCs supported by the Global IT Operations Team by implementing the right IT solutions.

2. To ensure that PVM OCs business processes & operations are continuously streamlined, improved, automated, simplified and maintained properly using the available tools and systems.

Responsibilities:

Incident resolution:

Identify, log, categorize, prioritize, resolve incidents and raise a problem if required

Monitor effectiveness of incident management and make recommendations for improvement

Ticket ownership by working closely with other IT teams, BU's, OC's and Service Desk to ensure shortest resolution time, no loss of time and priority and to provide timely user communication

Coordinate all incidents within the domain and ensure they are resolved timely and satisfactorily within KPI/SLA/OLA

Ensure ticket entries are complete and are according to agreed procedures. Data quality should be sufficient for later service level reporting, continuous improvements, problem management etc. Coordinate, communicate and/or support on major incident resolutions

Problem resolution:

Identify root causes of problems (that affect IT service) and determine fix required to prevent recurrence of incidents

Minimize the impact of recurring incidents (problems that cannot be prevented)

Identify (either directly from incidents or indirectly through trend analysis, observation, etc.), log, categorize, prioritize and resolve problems

Raise a change request if a functional change is required; Raise an emergency change request for high severity problems

Perform regular reviews of the live and development environments to identify trends or underlying issues that result in problems

Monitor effectiveness of problem management and make recommendations for improvement

Continuous improvement and breakthrough problem analysis and solving driving structural reduction of incidents.

Escalation management:

Identify and prioritize potential or occurring major incidents and initiate timely the escalation procedures

Coordinate and/or assist on major incidents in resolution, root cause analysis and/or communication

Standard and non-standard changes:

At service and or change request implement platform functional and technical changes (non-code changes and standard/predefined code changes) Service Readiness & Acceptance:

Confirming service readiness and for ensuring that new or changed services satisfy all readiness criteria and are supplied ready for live deployment

Support solution teams in coordinating service validation activities and ensure successful deployment of services into production without impacting existing services

Support solution teams by acting as subject matter expert for the domain platform/environment

Release & Deployment management:

Ensure that all release and deployment packages can be tracked, installed, tested, verified and backed out (if required)

Ensure that release schedule & all required documentation related to the release is created and managed in the Configuration Management Database (CMDB)

Release and deploy according to the agreed deployment packages and planning Service Requests:

Communicate (end-user), coordinate and/or provide solution for Service Requests which exceeds the service desk level knowledge/skills

Analyze and standardize repetitive Service Requests to enable Self-Service or other measure to reduce tickets and resolution time for the end-user

Document and train Service Desk team members on Service Requests which 1st line can resolve by themselves in the future Capability and availability:

Monitor and ensure the level of service capacity and availability matches or will not exceeds the current and future agreed needs

Propose and/or take actions to prevent and or resolve possible capacity and availability issues Knowledge management

Facilitate and enable knowledge share across all IT teams, BU's and OC's within your expertise

Take ownership of your own knowledge growth by initiating help from other IT team members and IT management

Ensure all critical and relevant knowledge will be documented and shared accordingly