(e.g. Satisfaction, Acquisition, Retention, Cross-sell/Share-of-wallet, Relationship, Service, Product/Solutions)
3) Process/Technical Knowledge/Skills
- Knowledge on latest emerging technologies and concepts
- Ensure monitoring and service management Systems ( Service manager, Business availability center, Site Scope, Operations manager and Network Node manager) are fully operational and adequately maintained in order to provide uninterrupted user/customer service in a professional environment to maximize user productivity.
- Assist the First-level support team in solving issues which hampers service/application availability.
- Ensure Bsuiness Technology Optimization tools are up to date and resolve any issues within SLA.
- Coordinate and participate effectively in Technology and Operations Auditing activities
- Provide support in preparing and delivering MIS Reports related to Business Applications to the Senior Management.
(e.g. Risk, Controls, Compliance, Audit, Productivity, Quality, Discipline, Change Management, Adaptability, Success Transfer)
4) People/Leadership/Teamwork/Corporate Citizenship
- Maintain Local Procedures as per the Corporate Policy and standards.
- Ensure full compliance to all SAMBA and STG policies and procedures as defined in STEPS.
- Business Technology Optimization tools Administration
(e.g. Collaboration/Team work, Knowledge sharing, Development, Sharing Resources/Helping others)
- Demonstrated ability to react and manage effectively during unforeseen adverse situations
- Work effectively under pressure and deliver results. Generate proper MIS reports for higher management
- An exhibited capacity to take action and achieve results in spite of setbacks and road blocks
To provide support for Business Technology optimizations tools and handle business critical access points. Work based on flexible shifts and on-call based on Business and technology needs in the below areas:
1. 1ST Level support for HPSM and testing for new HPSM.
2. 1ST Level Support for NNM and testing for the new NNM.
3. 1ST Level Support for BSM.
4. 1ST Level Support for HPOV
5. SCC Wall Video Support & Services
6. Critical Access Mgmt & Entitlement – SAW, USB, Entrust & Wireless
7. Service Management Reports & MIS.