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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