Risk Exception Processing: Review, evaluate, and track Digital Security Policy exception requests (DTAP/policy waivers), ensuring business justifications are valid and compensating controls are properly established.
Compensating Controls Validation: Collaborate with engineering and operations teams to define, validate, and monitor effective compensating controls for accepted risks and policy deviations.
Risk Mapping & Register Maintenance: Feed risk analysis findings and approved risk exceptions into the enterprise D&IT risk register, ensuring visibility and periodic re-evaluation.
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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Knowledgeable in products such as Windows, MS365, Azure Cloud, OR any related tools/technologies.
Knowledgeable in IT Service Management process.
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.
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Assist in creating mock-ups, or logic decision flows to visualize digital solutions for stakeholder buy-in and approval.
Serve as the primary point of contact between GTPC department and technical partners (IT/ system vendors) during system configurations and enhancements.
Drive the tracking of business requirements, deliverables, system issues, timelines, risks, and dependencies to ensure projects remain on schedule and within scope.
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•Adhere to company Program Management guidelines and project governance processes.
•Adopt to the project implementation SOP to develop, implement, and maintain a detailed project work plan, including appropriate controls, governance structures and monitoring to ensure on-time, on-budget, and quality outcomes.
•Responsible for providing progress reports/input on project status, capturing of risks and issues.
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