Employees with this specialization supervise, coordinate and maintain on a daily basis, the levels of service agreed with and expected by the client (SLA or equivalent documents) while keeping a constant focus on improving the performance of the services provided.
Note : This specialty is scalable, i.e., for small contracts the SM / DPE would typically execute this role as well. They represents the client viewpoint to the delivery organization resources allocated (from the Operational Competencies) to the contract.
Responsibilities : - Be the first Service Management contact point for the delivery organization for all the "operational activities of the client".
Employees with this specialization have skills and experience particular to the management of Incident Management processes.
Required Technical and Professional Expertise
For this role Incident Management is NOT Recovery Management it is Incident Management compliance
Strong English communication skills, both verbal and written
ITIL strong knowledge
Technical Operations Analyst
Change Management Technical Operations Analyst
Problem Management Incident Problem & Change Coordinator.
Preferred Tech and Prof Experience
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