Lead Analyst - Service Manager (Finance Systems)
Operational Planning
• Assist as Subject Matter Expert and Drive organizational capability to effectively apply service operations and maintenance framework
• Implement Response and Recovery Plans and activities relating improvements to service recovery
• Assist senior leaders in disaster recovery planning and activities
Operational Execution
• Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes
• Troubleshoot and resolution of service health issues and bring relevant parties to resolve impediments impacting service performance
• Organise system activities including planned maintenance events, system backup processes and disaster recovery drills
• Support and assist in high severity incidents and drive problem management meetings
• Assist in blueprints for operational support material for disciplines of applications are concise and complete. Covering (internal security and technology standards)
• Collaborate with multiple internal teams across disparate groups to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution
• Track and ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance
• Ensure all operational support material is complete and all process comply within internal security and technology standards
• Prepare and deliver status updates / report to management
• Provide Level 1.5 support
• Log and track problem tickets relating to S1/S2 or high impact issues
• Manage high severity incident communications such incident broadcast communication to all stakeholders and provide regular updates to management until incident closure
• Manage the incident and problem management process to ensure all preventive measures and problem resolution are recorded in the Known Error Database (KEDB)
• Maintain processes, templates and SOP, website and information related to incident and problem management
Team Development
• Provide guidance to the team to ensure the best support and best standarization of approaches possible for systems availability