Job Description
Your responsibilities:
* Day to day incident monitoring and resolution.
* Interaction with client (IT & Business users) on functional issues.
* Follow service management processes (eg Incident, Change, Capacity, Problem etc.)
* Maintaining agreed SLA levels and assuring Quality of delivery at all times.
* Adhere to shift rotation plan and Operating model.
* Interaction with SME's on functional issues.
* Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area.
* Interaction with Team members for knowledge sharing, knowledge transition and issue resolution.
* Stakeholder management, share regular updates and assist in preparing operational reports.
* Follow service management processes (eg Incident, Change, Capacity, Problem etc.).
* Maintaining agreed SLA levels and assuring Quality of delivery at all times.
* Adhere to shift rotation plan and Operating model.
* Interaction with SME's on functional issues.
* Coordinate communications between suppliers, OEM, and business stakeholders for their particular area.
* Track and report progress to stakeholders.
Your Profile:
Essential skills/knowledge/experience:
* IT endpoint knowledge, applicable on production lines, plus endpoint support.
* Knowledge on Manufacturing Shop Floor systems, line side IT devices (Printers, Scanners, MRTs etc barcode scanners, barcode printers, smart devices) and touch points.
* Working experience in ServiceNow and knowledge on Incident, Problem, Change, SLM and Knowledge Management processes.