IT Service Delivery and Dr Specialist
6 months ago
**職位描述**
- 負責IT服務管理和營運支援處理。
- 使用事件管理和問題管理流程,在 24/7/365 環境中管理事件並解決問題,確保識別根本原因分析和預防。
- 確保滿足服務等級協定 (SLA),並作為升級請求和問題的所有權以及協調的單點聯絡人。
- 組建、合作和管理組織的垂直和水平團隊及供應商,需要支援、管理和解決重大事件。
- 管理事件報告並召集和促進重大事件和問題審查會議。
- 促進並進行定期災難復原 (DR) 演習。
- 協助準備資訊;為 BCM 協調員建立和維護簡報。此外,管理按計劃及時完成 BIA 和 BCP 審核和更新。
- 管理統一的部門呼叫樹資料庫並按計劃執行必要的更新和測試。
- 審查和執行流程,確保文件是最新且可行的。
幻燈片準備和分析以及報告和技術寫作技能。
- 對事件和問題進行趨勢分析,並提供預防和對策行動。了解端到端 IT 營運以及 IT 如何與業務交互
**工作要求**
- 電腦科學/資訊科技學士學位或同等學歷。
- 至少 8 年 IT 或類似環境經驗。
- 擁有較強的分析能力、人際溝通能力及溝通能力。
- 對 ITIL 原則有良好的理解和應用知識。
- 在端到端事件管理(尤其是重大事件)方面擁有豐富的實務經驗。
- 對事件和問題管理的原則和方法有深入的了解。
- 具有災難復原練習經驗和良好的 BCM 知識。
- 能夠與組織中各個層級的專業人員良好合作。
- 良好的團隊合作精神,能夠獨立運作。
- 擁有在動態、快節奏的環境中以及強大的利害關係人管理中工作的經驗。
- 熟悉 ITSM 工具,例如 ServiceNow、Jira Service Management 或類似平台
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