Technical Services Process Controller - RIM

Your responsibilities

• Team SLA control:

• Monitors queues (dispatches, if required) Incidents, Changes/Change Tasks and Problems/Problem Tasks within a Team,

• Prevents SLA breaches by properly communicating with tickets assignees within the Team,

• Responsible for collecting breached tickets mitigations, analysis and reporting to TTM,

• Takes ownership for collecting and maintaining Team SLA dashboard,

• Escalates issues and concerns as necessary to deliver required Service Level and meet or exceed Customer expectations

• Team Communication:

• Monitor Team Shared Mailbox(es) and ensures proper handling of mails to avoid backlog,

• Takes responsibility for maintaining Team CommCell board

• Facilitates CommCell meetings and documents meeting minutes

• Service Delivery:

• Monitors meeting invitations and ensure Team representative presence,

• If necessary – participates in meetings as a Team representative (non-technical),

• Tracks Service Improvements,

• Maintains JML Process for the Team (together with management of Engagement Models and monitoring of Access Rights control for the Team)

• (TBD) Validates Statement of Work documents

• Service Reporting:

• Ensures Estate Database Maintenance,

• Ensures input for MOR meeting with Customers,

• Ensures timely technical reporting as demanded by customers/Account Teams/TSTMs,

• Maintains SLA reporting

• Administrative tasks:

• Owns basic administrative tasks (i.e. Team ROTA maintenance, On-Call shifts, on-call ROTAs fillouts),

• Ensures timely OneERP by Team members,

• Ensures timely completion of Mandatory trainings,

• Acts as a Team Manager deputy – in emergency cases/if necessary and/or being stand-in during TSTMs absence/holidays,

• JML coordination

• Ensures the Team Knowledge Base is in place with regular reviews and control,

• Maintains Team internal technical and process documentation,

• Tracks Team internal performance/organizational improvements

Our requirements