Technical Expert,Technical Services
Why Work at Dell?
Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.
Principal Duties and Responsibilities:
Manages the Incident management process to restore normal service operation as quickly as possible to minimize the impact to business operations.
Ensure the closure of all resolved and end-user confirmed Incident records
Monitor the incidents to ensure that the Service Level Agreement are respected
Identify potential problems and/or increasing trend of repetitive Incidents
Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process
Accountable for the overall process efficiency and effectiveness
Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized
Promote and reinforce adherence to the process and policies associated with Incident Management
Ensure the design of the Incident process aligns with the business and industry best practices
Works in conjunction with Continual Service Improvement (CSI)
Act as a Process Consultant by identifying and driving process change or new process creation.
Identify enhancements and UAT the ITSM tool.
Participate in audits, monitor compliancy, and provide process governance with functional teams.
Support collaborative team effort within the Cloud Managed Service team
Producing management information, including KPIs and reports
Continually seek to improve the quality, productivity and culture of the service, ensuring that the operational documentation is developed and reviewed on a regular basis.
Very Strong understanding of ITIL process framework with specialization in Service Operations.
Documentation skill set with emphasis on MS Project, Word, Power Point, Excel and Visio.
Strong written, documentation, and communication skills.
Strong analytical skills, soft skills, and customer service abilities are required.
Understanding of process maturity, management, and optimization.
Experience as a metrics analyst and responsible to deliver professional reports accurately.
Takes full ownership and responsibility to ensure all deliverables are met.
Ability to engage with senior-level management.
Excellent data-gathering and Data-analysis skills.
Problem Solving for multi-level, multi-tier environment.
Interpersonal and interviewing skills to gather information from personnel.
Ability to work independently and as part of a team.
Sets high quality standards and focused on the details.
Management skills/experience highly desired.
Natural adaptability and flexibility in responsibilities.
Accepts responsibility, honors all commitments, and accepts new job assignments willingly.
Team player, strong consensus builder, and is able to gain the support of others in difficult situations.
Collaborative approach to ensure all appropriate individuals are involved.
Flexibility to rotational shifts & night shifts
Ready to work on weekends in case of a business need.