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Associate IT Service Management

Работодатель: АО СП "УЗБАТ А.О." (6 вакансий)

Республика Узбекистан, 100084, г.Ташкент, проезд Минор 77

Похожие вакансии


- Higher education in Computer Science or a related field;
- At least 2-3 years of relevant experience;
- Russian – fluent, English – at least intermediate;
- ITIL knowledge – nice to have;
- Ability to work under pressure, handle stressful situations in a calm manner;
- Communication skills: oral, written, presentation, facilitation;
- A good understanding of the organization’ services provided and customers/users;
- Innovative thinking with service quality and its improvement within limits of costs and business direction.


Monitor the Service Level Agreements (SLA) and ensuring that they meet the required levels;
Ensure that all IT Service Management processes, Operational Level Agreements (OLA) and Underpinning Contracts are appropriate for the agreed service level target.

- Supervise Service Performance against the SLAs and OLAs;
- Support Service Level review process with both the IT Customer and Service Provider which covers:
•review outstanding actions from previous Reviews
•current performance
•review Service Levels and targets (where necessary)
•review underpinning agreements and OLAs as necessary
•agree with appropriate actions to maintain / improve Service Levels
- Coordinate troubleshooting;
- Support any actions required to maintain or improve Service Levels;
- Act as co-ordination point for changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.);
- Ensure that appropriate changes are assessed for their impact on service levels;
- Accommodate Service Improvement Plans / Programs within the Service Level Management processes.

- Manage services across pillars;
- Own the Local Service Catalogue throughout the Sales and Operational Planning cycle and engages with IT Demand for capturing any demand signals;
- Manage local services suppliers, including manage workplace services, if locally delivered;
- Ensure fulfilment of services as per SLA, monitor and capture performance via Service Reviews
- 1st level escalation points and focus for any end market engagement activities;
- Monitor and ensure compliance for control navigator / audit items related to IT Services processes.

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