1. Job Description for the Position :

Expert in an IT OSS team.

OSS provides local and agreed remote site support for all local IT services. Support includes handling of user incidents and requests, management of different infrastructure and application components together with the service owner, service centres and the operation teams. The job holder independently manages and develops certain assigned responsibilities by seeking contribution from colleagues. In addition, he/she may occasionally participate to development projects when agreed beforehand with the superior.

The key responsibilities for this role include:

Key areas of responsibilities
Conduct support operations on day-to-day basis
In cooperation with Infrastructure operations and engineering teams, perform actions to maintain Service Level Objectives as well as security and compliancy tasks
In cooperation with Service Owners, conduct service management operations for local and legacy services
Strive for continuous improvement to improve service and support operations
Where agreed, participate to IT Compliance development for own area (Senior Engineer)
Where agreed, participate to Infra development within own area of expertize (Senior Engineer)
Where agreed, manage business integration with active communication, promotion and deployment of standard IT services, coordination of local key users and handling of possible local escalation cases on own responsibility area. (Senior Engineer)
Participation in the Duty Ring at sites/consolidated sites within two hours from home base, where applicable

Key contacts
End users, business key users and managers
Servers & Storage, Communication Technology, and Managed Desktop Services Engineering and Operations teams
Application Services, including Service Owners, AS architects and teams
Command Center team
User Support team
Transition Management team
External vendors



Prerequisites
Strong service mindset
Strong business understanding
Experience on preferably several of technological domains: Servers & Storage, Communication Technology, and Managed Desktop Services
Deep problem solving capabilities with in-depth understanding of technology and business interface (Senior Engineer)
Experience and knowledge of local application portfolio
Good understanding of IT Service Management processes and practices
Good communication skills in local language, combined with adequate written and spoken English language capabilities
Willingness to travel, not more than 20% of working time

Competence profile
Demonstrates a positive and productive attitude
Manages to prioritize tasks and work under pressure
Inspires the trust of others
Follows organization s goals, values, policies, and procedures
Manages competing demands, frequent changes, and uses time effectively

(1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations orL3 level support and doing incident and problem management (6.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.