To restore normal IT service operations within agreed service levels and business priorities and minimize the adverse impact on business operations for Emirates Group and External Clients. To be a Single point of contact (SPOC) for the assigned incident resolution and service requests.
Job Outline:
-Address customer issues and resolve them to provide a superior service to our customers both internal and external. Ensuring that the service provided is in line with the specific qualitative or quantitative targets and Key Performance Indicators of the task.
-Analyse reported incidents and provide solutions to the users enabling them to resume their work with minimum disruption as per agreed SLO and to complete IT service requests.
-Update the status of an incident or service request in the tool. To make sure that they hold up to date information before action on any incident or service request. To ensure that the tool and relevant team are updated
-Set expectations to the customer based on agreed SLOs (timeframes and format)
-Coordinate unresolved / recurring faults and communicate with application vendors and other IT service providers (internal & external, e.g. SITA, DCA, ARINC, etc.
-Provide quick fixes / workarounds / solutions to be updated in the Known error database to Problem Management Team. To identify recurring problem areas and to articulate trends for root cause analysis. To liaise with problem management to give a more permanent problem resolution. To proactively identify & highlight issues, to reduce the possibility of system downtime for users.
-Ensure deployment projects are carried out using best practices of Project Management, as outlined in the departmental Work Practices. Satisfactory Customer feedback must be obtained after every project.
-Liaise with vendors, IT coordinators and other IT teams to ensure a high level of system availability.
-Adhere to IT Policy, Standard & Procedures and the audit & finance regulations.
-Maintain the integrity of the configuration items in the Configuration Management Database as per EGIT Policy, for his responsible area.
