Eme Euc Service Coordinator
CurrentEnsures performance of IS Tower Services by monitoring the execution of the operational service processes (such as incident management, problem management, request fulfillment, change management and complaint management) by internal and external supplier;- Coordinates, in support of Service IS Supply Integration SMEs, the resolution of major incidents and communicates with all involved participants about the status within Tower Control and Support;- Initiates trend analyses of incidents, and ensures detection and validation of problem suggestions, with support from relevant IS Tower SME(s). Ensures problems are assigned to the correct IS Supply resolver group;- Approves any business case associated with a problem resolution. Ensures problem resolutions are approved/rejected by relevant Tower SME(s);- Ensures that internal and external suppliers are maintaining the ABB's CMDB (Configuration Management Database) as per the standards in the knowledge management process;- Orchestrate the delivery of IS services within the allocated technologies and between the Towers;- Maintain a daily cooperation with global Vendors and work with them to ensure service level targets are met;- Supervision of tickets distribution for major incidents and problems;- Provide suggestions for process improvement and assist in implementing changes;- Suggest and evaluate business case for changes across different services.
