Senior Information Technology Specialist
Dicetek LLC
Date: 4 hours ago
City: Dubai
Contract type: Contractor
Main Tasks
- Managing the services from various vendors, tracking of SLA, Problem, Incidents, issues, and all the managed services project and vendors for the company's IT.
- Ensures that IT services are delivered as agreed in SLAs (Service Level Agreements) and meet business expectations.
- Prepare reports on SLA performance, including adherence to timelines, service quality, and issue resolution.
- Incident and Problem Management Oversight through monitoring service performance, ensures issues are resolved efficiently, and drives root cause analysis to reduce recurring problems.
- Lead post-incident reviews to understand the cause of service disruptions and develop preventive measures.
- Ensure all incidents are documented, and lessons learned are communicated to the team.
- Continuous Improvement using metrics, user feedback, and incident trends to identify and implement improvements to IT services.
- Provides regular reports on service performance, uptime, incidents, and SLAs to management and stakeholders.
- Oversee service tools by managing and ensuring authorized tool is used by the service team and are functioning effectively.
- Evaluate and implement new technology that could improve service management and suggest their implementation.
- Regularly communicate with client to ensure they are satisfied with services provided, gather feedback, and resolve issues.
- Coordinate with the company's vendor and partners to effectively implement solution and ensure timely delivery with adhere to the company policy, procedure and security requirements.
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