Own and improve incident, service request, problem, escalation, knowledge, reporting, and continual improvement practices in line with IT service management standards.
Protect service availability, stability, and operational reliability through proactive monitoring, trend analysis, workload management, effective major-incident support, and disciplined follow-through.
Ensure the ITSM platform, preferably ServiceNow, contains accurate, timely, and actionable records, dashboards, knowledge articles, and management information.
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