Operations

• Carry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolution
• Reduce repeat IT issues by driving the resolution of problems rather than addressing individual issues
• Provides on-call support to Davies colleagues, with 50% of the role dedicated to voice support (both inbound and outbound)
• Liaising with other business and IT Teams, where necessary to implement permanent fixes and solutions
• Manage business communications relating to your service(s) throughout the lifecycle of any issue
• Coordinate and facilitate Major Incidents relating to your service(s)
• Continually review and maintain all service-related knowledge to ensure it accurately reflects processes, procedures and technologies, thereby helping in the prevention of tickets
• Facilitate a seamless transition of any changes relating to their service(s) to ensure minimal disruption and embed knowledge into operational processes

Service Operations Analyst

Senior Mainframes Operations

Executive - Operations

Global Senior Director, Endpoint Operations

Process Manager

India Operations