IT Service Management Analyst – Interswitch Group

Job Description

Key Responsibilities:

  • Coordinate activities between various teams as needed to facilitate the provision of the services and incident remediation
  • Act as Incident manager and participate in major incident service restoration and problem management activities by leveraging technical knowledge of systems supported
  • Perform incidents analysis and suggest action plans for remediation
  • Maintain accurate inventory of all IT equipment for all sites and ensure relevant Asset Management policies and guidelines are followed
  • Technical report writing for Incident and Problem Management
  • Proactively ensure service continuity and improvement through the review of improvement plans, the use of Problem Management, quality tools, and report on activities
  • Monitor, analyze, and report on system and infrastructure performance and capacity in a timely manner and ensure that service owners take appropriate action
  • Act as Service Manager to create service improvement plans and ensure team follows best practices and maintain service level agreements
  • Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements – reporting non-compliance as appropriate
  • Identify process optimization opportunities and contribute to the implementation of proposed solutions
  • Produce relevant reports in a standard format in an agreed timeframe and add a commentary that provides an interpretation for the data set

Education and Experience:

  • Academic Qualification(s): Good First Degree in Computer Science / Computer Engineering or other related areas
  • Professional Qualification(s):
    • Service Management Certifications (eg ITIL)
    • ISO 20000, 27001 and/or 22301
    • COBIT 2019
  • Experience (Number of relevant years): Minimum of three (3) years’ experience.
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