Server Support

Ensure Operations and Service Delivery strives to improve the service, achieve operational excellence, high customer and process-focused.

Drive the efficiency and effectiveness of the outage incident management process.

Monitor the effectiveness of outage incident management and make recommendations for process improvement

Ensure immediate response to outage bridges, provide technical guidance to ensure timely resolution is given. Ensure accurate outage status alerts are sent on a timely basis.

Ensure documentation of RCA, corrective actions are defined and carried out as per ITIL standards.

Direct involvement in incidents or problems (irrespective of priority) that cause service impact and acts as an escalation point for incidents not being resolved in a timely manner.

Document SOPs, PNP, KTs, etc. to ensure smooth operations.

Responsible for the overall system and infrastructure availability and developing a resilient infrastructure to reduce failures.

Ensures that systems, processes, and methodologies are maintained, followed to ensure effective monitoring, control, and support of service delivery.

Monitors and evaluates the efficiency and effectiveness of infrastructure 
service delivery methods and procedures.

Implement upgrades needed to maintain service levels.