The Role

Ensure defined Application Service Management processes are followed for Incident, Problem and Change Management Accountable to Lead Service Manager for reporting key performance and application service management metrics  Provide input to Application and Service status including service health, availability, adherence to SLA’s, timely problem resolution, disaster recovery, performance and service change management Responsible for relationship management, ensuring Vendors/Partners are meeting SLA’s and escalating issues regarding performance to the Lead Service Manager and Service Owners Responsible for ensuring accurate maintenance of service entry in the Service Catalogue (CMDB)  Review and keep updated key process and knowledge bases Responding to RFP and InfoSec requirements Being platform coordinator for incident management resolution bridge calls Works closely with client technologies colleagues to ensure the platform functions as per agreed specifications

The Requirements

Excellent verbal and written communication skills, with the ability to effectively communicate business and technical information across all levels of the organization, sensitive to the needs of unique audiencesCompetent in facilitating meetings and monitoring action items to completionDetail orientated, able to analyze and recognize themes and root causes of issuesExperience of working in virtual teamsService Integration and Management (SIAM) certification preferred or ITIL 4 FoundationExposure to ticket management tools e.g .ServiceNow, Jira, RemedyGood conceptual understanding and interest in Microsoft Azure technologies.Able to cover North America time-zone

WTW is an Equal Opportunity Employer