Operations Center Engineer - IT Service Delivery
We are seeking a skilled Operations Center Engineer to support the coordination of 24x7 operations in our Digital Operations Center. This includes ensuring continuous, effective, and service level agreement (SLA)-aligned response to incidents, service requests, and critical events.
1. Incident Management
o Communicate major incidents to strategic stakeholders, ensuring proper escalation, visibility, and effective coordination of resources required for rapid and efficient resolution.
Process Optimization
Continuously update, review, and optimize operational playbooks for L1 teams, ensuring alignment with the service contract, defined SLAs, and stipulated tasks.
Reporting and Analytics
Manage and report on key performance indicators (KPIs), including response times, service availability, system performance, and equipment status, supporting strategic decisions and continuous improvement.
Collaboration and Alignment
Ensure strategic alignment of processes, operational actions, tasks, and reporting with the L2 team, core digital areas, asset management, and product owners of critical applications.
Lifecycle Management
Monitor the lifecycle of IIMC equipment, including registration and management of inventory and operational data from commissioning to deactivation.