Senior Consultant
Current SLA, and under-pinning vendor contracts adherence of all IT Service Management operations - Incident, Change, Service Request and Problem. IT service for OTM and the Integrated Applications. Service Transition between multiple vendor partners. Managing Project Hypercare and Warranty period. Designing and defining KPIs, SLA metrics Driving WSR, MSR, operational review meetings Maintaining Configuration Management and Environment Management Coordinating with IT partner vendors to ensure smooth operations Financial Year budgeting, identifying cost saving opportunities, highlighting risks and approving vendor invoices. Reviewing service agreements, terminations and addendums. Managing Change conflicts through CAB meetings. Review, validate and approve application/infrastructure changes. Supervising vendor partners to investigate accurate RCA for the Problems with CAPAs. Validate PIR and CPIRs. Evaluating multiple systems; conducting GAP analysis, feasibility checks and risk analysis; proposing various profitable options and new systems for the business to management. Service-Desk activities - Service Catalogue, Service Requests and Configuration Items. Advocate knowledge repository, SOPs and processes. Resource planning for new enhancement
