Senior Associate, ITSM Service Delivery, Governance

Tasks

• Resolution and support for working with Service Desk and Availability Management teams within the corporate availability framework with external providers, and communicating with IT teams (in Singapore and Manila) via ITSM applications and communication channels (not via Teams, in Singapore and Manila).
• Expectations regarding professional competence and communication skills in relation to the work performed by the Senior Quality Specialist, whether within the Singapore team, as part of an integrated environment of internal staff, or working with outsourced personnel in different locations.
• The scope and accountability to the Service Desk and Availability Management are as needed:
• to have a good understanding of the ITIL disciplines
• to have practical knowledge that can support delivery and customer efficiency
• to have practical experience in defining service workflows
• to maintain a positive attitude or mindset at all times, an individual's thinking and efficiency
• to carry out available tasks for the external teams to create incident, problem, and change tickets
• have solid personal experience with self-regulation skills and communication skills, and be able to work a shift schedule under external
• the ability to work, with contractors able to support the business
• Working with individuals who are familiar with the dependencies of multiple applications and understanding how to address the changes in the IT Availability Project.
• To ensure service availability and reliably follow established processes, to document the SRPs at the availability desk, and to manage appropriate on-time coverage.
• To document and review new or updated SLAs that are affecting Business ITSM processes.

Requirements

• Service Desk Support at Pinnacle
• The timeliness and quality of support provided by the Services Team are related to their individual responsibilities for ensuring business availability requirements are met.