ITSM Service Operations

Job Description

THE COMPANY:

Our client is a global fintech leader, specialized in advanced trading, risk management, and processing solutions for investments. With 19 offices and over 2400 professionals from 60+ nationalities, their inclusive approach drives the development and support of a pioneering platform trusted by key players in finance, investment, and banking worldwide.

THE TEAM:

IS OPS Service Management:
The Information Systems Operations Service Management team is a cross-function team that is responsible for overseeing and managing Information Systems Production Services. The team focuses on ensuring that production services meet business needs, are delivered effectively, and continually improved. The services are not limited to Incident management, Problem management, Request fulfilment, Change management and more importantly Service Level management…

THE ROLE:

Data Analysis and Reporting:

• Data Collection:

1. Gather data related to IT processes, including incident reports, service requests, change records, and configuration items.

• Data Analysis:

1. Overseeing the analysis of data done by the SLA Analysts to identify trends root causes of issues, and areas for improvement.

• Reporting:

1. Generate regular reports on the performance of IT processes.
2. Provide insights and recommendations based on data analysis to Process Owners and management.

• Documentation:

1. Assist in the documentation, maintenance and enhancement of IT processes, including policies, procedures, and workflows to fulfill business needs.

• Process Improvement:

1. Participate in KPI retrospective meetings and contribute to the continuous improvement of KPIs, Processes and ITSM tools (e.g.: ServiceNow.)

• Problem Identification:

1. Support and follow the Problem Management life cycle by assisting in identifying and analyzing root causes of recurring incidents, follow its lifecycle

• Change Coordination:

1. Facilitate the coordination of change requests, ensuring they are properly documented, assessed and implemented.

Service Level Management:

• SLAs and OLAs:

1. Monitor compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), provide reports and assist in identifying areas for improvement

YOUR PROFILE:

Professional Experience:

1. 5-7 years of experience in IT service management or related technical field (e.g. Technical Support, technical project management).
2. Scrum Master or RTE is a plus.
3. Demonstrated experience in defining, negotiating, and managing SLAs.

Data Analysis and Reporting:

1. Skills in data collection, analysis, and visualization.
2. Proficiency in using analytical tools to generate reports and dashboards.
3. Ability to interpret data and provide actionable insights.

Analytical and Problem-Solving Abilities:

1. Strong analytical skills to identify trends, root causes, and opportunities for improvement.
2. Effective problem-solving skills to support incident and problem management processes.

Communication Skills:

1. Excellent verbal and written communication skills to interact with technical and non-technical stakeholders.
2. Ability to present data and insights clearly and effectively.