Monitor reactive cases owned by internal support organizations
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.
Build strong customer relationships through effective communication, customer advocacy, and service excellence
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Analyse and identify key risks and develop appropriate review programmes and tests for superior’s review and approval
Conduct preliminary assessment of reviewable areas, interview appropriate personnel, determine data requirement; accumulate, verify and analyse data, observe actual practices and evaluate operational function
To perform analysis using CAATs such as ACL etc
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Participate in application project implementations, including installation, configuration, testing, and validation activities to ensure successful deployment.
Coordinate with service providers and vendors to analyze, troubleshoot, resolve, and document application-related issues beyond the capability of IT Support or Group IT teams. Provide regular updates and escalate critical issues to the IT Support Manager when required.
Maintain high availability and reliability of application services to support secure, efficient, and uninterrupted business operations across departments.
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Ensure asset lifecycle aligns with security and audit requirements.
Manage secure disposal of IT assets in line with company policy and regulatory requirements and proper data sanitization / destruction before disposal.
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Support continuous improvement by maintaining knowledge articles, completing structured shift handovers, and contributing to a 24/7 global support operation.
Accurately diagnose, categorise, prioritise, and escalate incidents and requests in line with service targets and operational standards.
Ensure seamless handovers to resolver groups and between shifts, with clear ownership, status updates, and next actions documented.
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Steer the build activities and manage all IT projects ensuring the quality, content, costs and deadlines.
Guarantee the operational stability & efficiency.
Guarantee the operational efficiency and Service Level Agreements of the technology and infrastructure running under his/her domains and ensure that the necessary evolutions are recommended and implemented.
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