Basic Function:
As part of M&T's Technology Infrastructure, The Service Desk Operations is based on ITIL (IT Infrastructure Library) best practices and incident management lifecycle. The Service Desk is responsible for incident, problem and change management functions; creating, maintaining and adhering to defined processes outlined by ITIL. The Service Desk also has ownership of Asset / Configuration Management and the Technology Infrastructures Service Catalog
Responsibilities:
Ensure robust configuration management procedures and standards are in place. Oversee the documenting of these procedures / standards and communicate them effectively to everyone involved
Ensure compliance with ITIL framework
Regularly review all processes, take corrective action when necessary
Liaison with other process owners & functional areas (e.g. Change Management, Incident / Problem Management, Operations, Logistics and Financial Management for IT Services) to ensure that solid and relevant relationships are maintained.
Oversees, plans the structure and ensures data is input into the Configuration Management Database. The main tool of the Configuration Management process. Working understanding / experience with database (operational) structure.
Policy Creation / Enforcement
Basic Qualifications:
Solid Operations Experience - 10+ years of IT Operations experience, at least 3-4 in a leadership/manager role.
An understanding of ITIL principles.
Strong Communication Skills - written and verbal, this person needs to be able to lead, and challenge people as required enforcing policy.
Incident / Problem / Change Management understanding / knowledge
Bachelors degree or above or have at least 5+ years experience in related environment
Ideal Qualifications:
ITIL Foundation Certification
ITIL CM Practitioner
DQM - Database Quality Management knowledge / experience (not technical / operational)
To Apply to this job go to http://www.GadBall.com or click here