Job Description

Proactive UX monitoring.
Engaging with other OLMs, eg Client, AD and Connectivity.
Engaging with the Productivity Portfolio, and Client and Productivity Architects.
Alignment with the Target Operating Environment (ToE).
Alignment with the Digital Workspace CoE.
Alignment with IRM, Cyber Defense and SECO.
Drive Incident/Problem resolution by assisting in key operational activities in terms of delivery, fixes, and supportability with operations staff and/suppliers.
Escalation point for operation-related issues.
Monitor end-to-end performance and maintain to high level of quality, standards, supportability, and operability as defined within negotiated and agreed SLA s and to identify service improvements.
Ensure the Application portfolio is compliant with the relevant IT controls and information security standards baselines and assist with evidence collection.
Assist with sign off readiness for Supportability Transition for Operations (agreement to deploy, agreement to operate).
Assist the Service Manager with managing the demand, Major Incidents (MI), for Operate landscape, and as such for all the components in the landscape.
Assist with managing configuration items within Service Now.

Qualification

Desired Candidate Profile

Around 3 to 8 years of IT experience in a corporate setting
Minimum Education or Certification: 4-year Degree/Certifications related to technology
Ability to operate in a global, virtual cross-cultural organization, working in different time zones.
Strong interpersonal and communication skills.
Be familiar with supplier management.
Be familiar with escalation process in case of Major Incidents, Problem Management, etc

IT Operations Engineer

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