Job Description

Act as 1st level point of contact for any user related and/or infrastructure related issues where systems, infrastructure, and users are located and present

▪ Responsible for end-to-end logging of user’s problems relating to IT services and hardware

▪ Receive calls from End users on application / hardware related problems and log tickets

against pre-defined category of application incidents/problems.

▪ Incident management, process, planning, escalation, and execution

▪ Incident detection, recording, classification, provide first line support and reporting

▪ Escalate unresolved incidents to the relevant 2nd line support teams in timely manner to

ensure SLAs are maintained.

▪ Faults reporting, diagnosis and Request resolution on Enterprise /PC Applications and

services for internal consuming IS Services

▪ Problem management – spotting trends and solving root cause of identified problems thereby avoiding reoccurrence

▪ Service Management (Incident, Change, problem, configuration, performance, capacity

management)

▪ Collaboration with Problem Management and other support teams to provide first line

resolution

▪ Maintain detailed incident history, recording action taken in the resolution of the incident.

▪ Establish and maintain call prioritization guidelines and escalation procedures.

▪ Perform application client installations and configuration in desktops and laptops.

▪ Perform ticket life cycle management for application related problems across Incident/problem

/change/supplier/configuration management through co-ordination with respective resolver groups.

▪ Ensure a ticket stream is closed only upon Customer acknowledgement of resolution.

▪ Take control of the situation in any emergency scenario (critical outage, service disruption, Business continuity disruption, disaster recovery).

▪ Work as a SPOC (single point of contact) for all interfaces on the recovery/restoration plan

and ensure quick recovery

▪ Open incident technical bridge and assemble technical recovery team and lead it to ensure proper plan is in place & restoration is done within the SLA levels.

▪ Preparation and circulation of Initial Major Incident Report for all critical outages.

▪ Ensure every action to be taken as per the technical recovery plan and escalate to higher

management for support (within Supplier and CUSTOMER) if required.

▪ Identifying, recording, tracking and correcting issues impacting service delivery, recognizing recurring problems, addressing procedural issues and containing or minimizing the impact of incidents.

▪ Trigger problem management function for recurring incident and high revenue impact issues to avoid recurrence.

▪ Owning and administering the incident and problem management process.

Pay: AED5,000.00 – AED8,000.00 per month

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