Global Support Lead

Dyson Email Job
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Job Description

  • Providing day to day alignment across operational partners and internal teams (Service Desk/Infra/Security/Data)
  • Providing day to day support for Dysons operational service tools and processes
  • Providing IT operational support on incident/problem categorization/prioritisation
  • Providing day to day governance and decision making for production changes and problem workarounds
  • Coordinating across the Dyson/Partner/Vendor organizational eco-system – establishing and chairing conference calls and mediating when required to maintain (or recover) production service. (including requirements for Applications, Infrastructure, Data, Security & Risk)
  • Providing internal stakeholder (IT & Business) coordination and status updates on production service – including communicating impactful updates on production incidents and MIM status.
  • Providing insight and measures on IT service performance against business processes KPIs/SLAs
  • Managing OAT and Service Acceptance requirements with IT delivery teams
  • Provisioning and managing business expectations on production outages for IT change and service maintenance
  • Representing Service Operations changes and acceptance decisions as necessary for CAB approvals
  • Maintain operational change control over CAB approved standard changes (Infrastructure and Application changes)
  • Maintaining application run-books, and knowledge articles to ensure they are effective, accurate and up to date.
  • Facilitating HO/TO duties with support managers/leads and analysts in other global regions
  • Facilitating IT production service education and training as necessary across Dysons organizational eco-system
  • Tracking and implementing Support Practice CSI – including implementation of self-serve capability and service automation and self-heal technology
  • Publishing routine reports on regional CSAT, priorities operational partner performance.

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