| Job Title: |
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GIS Executive / Specialist (Incident Management) |
| Category: |
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Executive Management |
| Job For: |
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Student |
| Total Positions: |
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1 |
| Job Location: |
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Islamabad |
| Gender: |
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Both |
| Minimum Education: |
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Bachelors |
| Degree Title: |
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Bachelor’s degree or higher in IT/Engineering/Computer Sciences or similar |
| Career Level: |
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Experienced Professional |
| Minimum Experience: |
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3 Years |
| Salary Range: |
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PKR 0 to 0 per Month |
| Apply By: |
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Sep 10, 2014 |
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| Job Description: |
Position Related:
Telenor Global shared services Pakistan, a Shared Service Centre, is the service provider of IT Solutions and various allied IT and functional support services in the areas of finance, accounts, HR and SCM to the Telenor Group companies globally. As service provider, GSS helps Telenor Business Units companies handle their day-to-day, non-core and repetitive processes and operations so they can focus their energies and resources on strategic initiatives that give them competitive edge.
Telenor GSS IT Operations is undergoing re-structuring. The key objectives are
- Professionalization of GSS IT Operations as part of Industrialization journey within Group
- Industrialize the GSS Pakistan Global IT Service (GIS) delivery and move from staff augmentation model to a managed service delivery model,
- Building and securing key capabilities and competencies for Group in a captive delivery center in GSS Pakistan, in a global delivery model with
- IT Operations (in Norway) responsible for strategic and tactical management of GSS IT Portfolio
- IT Service Integrator (in Pakistan)- New organization, specializing on ITIL process and ensuring quality delivered by vendors and CoEs, fully offshored and SLA-based,
- Centre of Excellence (in Pakistan)- State-of-art organization of development delivery centers in specific functional domain
Incident Executive will have a key role in to secure professional and effective coordination and follow up of incidents and problems related to the IT operational services that Telenor GSS IT delivers. The roles are critical to ensure continuous service delivery of GSS services, and will need to manage and collaborate with multiple stakeholders across all GSS services and vendors at the operational level.
Incident Executive are expected to work independently and effective in a highly operational environment, in a global multi-vendor service delivery model, and also contribute to build and further professionalize the IT Service Integrator within GSS IT Operations.
Goals
- Monitor and manage incidents according IT service catalogue/SLA within domain
- Effective and professional handling of SLA deviations
- Secure collaborative working relationship with IT vendors, including dispute and escalation management
- Ensure continuous quality improvements, standardization and cost reduction initiatives within domain
Your Typical day at work
- Follow-up with service desk, customer and vendors for operational issues
- Use all our monitoring tools to find out any actual potential errors and coordinate with AM support vendor for the resolution of the errors.
- Participate / conduct Operational and Task force meetings with Service Desk and Vendors
- Monitor progress in light of SLAs with customers Vendors Both
- Supporting Service Management in Severity 1 Incident routine
- Follow-up on pending issues and problems and coordinate with different stakeholders to resolve on timely manner
- Execute and facilitate the war room activities on behalf of the ITSI
- Manage escalations
- Conduct and coordinate and operational meetings
- Follow up on operational issues with vendors and service desk
- Drive task forces within own domain
- Coach and develop junior team co-workers
Eligibility Criteria
Education:
- Bachelors degree or higher in IT/Engineering/Computer Sciences or similar
- ITIL V3 Foundation Certified
- Excellent understanding in Incident and problem management, preferably certified
Work experience:
- Relevant experience within IT operations and outsourced service delivery, in particular within Incident, problem and escalation/issue handling
- Be experienced in coordinating many parties of interest in the intersection between business and IT
- Must have relevant domain knowledge
- Good oversight and understanding of functional domain and en to end business processes
- Experience with working in multinational team
Functional Skills / Knowledge Areas:
- Structured and self-driven, with a focus on deliverables
- Need to be able to work independently on the mandate given to function and role
- Excellent communication skills
- Customer centric and highly proactive mindset
- Ability to work under pressure in a challenging operational environment
- Solutions oriented with strong analytical skills
- Flawless and fluent in English, written and spoken.
- Ability to travel and to work within multiple time zones and diverse cultures.
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| Company Information |
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Company Name: Telenor
Company Description:
Telenor Pakistan is one of the leading mobile communication service providers in Pakistan with state-of-the-art network, strong brands and the largest service portfolio. The company strives to provide an environment of openness, equality and independence for dynamic individuals to help realize their true potential.
Telenor Shared Services Pakistan (TSS Pakistan) is an offshore service centre of TSS Norway. The objective of setting up this company is to strengthen global synergies in shared services, processes standardization and centralization of operations, service delivery industrialization by leveraging labor arbitrage. TSS Pakistan is providing offshoring services to TSS Norway and other Business Units within Telenor Group broadly in the areas of IT development, IT support services, Finance & Accounting transactional services and Customer management services.
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