IT Service Management Analyst at Stanbic IBTC Bank

Jobs in Nigeria -

IT Service Management Analyst
Job ID12596
Location Nigeria
Division Group IT
Position Category Group IT Architecture
Employment Type Full Time – Permanent
Shift No
Regulatory Approval Yes
Post Closing DateApr 21, 2014
Position Description
• Meet SLA targets and deadline
• Ensure reduced number of incidents
• Successful implementations of projects supervised

Job Responsibilities
? Coordinate IT Daily production, availability & change meetings between IT and business within the bank
? Supporting remedy solution for internal customer support group and the business
? Quarterly SLA review with business
? Develop adequate MIS reporting from service desk (Dashboard, Business Exco report, Master sheet, ATM, link and applications
? Administer the established incident and problem management process
? Ensure that all requests are auctioned and adequately managed from inception till closure
? Ensure that all requests are auctioned and adequately managed from inception till closure
? Coordinate monthly vendor management meeting
? Monitoring and communication of service availability
? Manage the established incident and problem management process
? Ensure compliance to IT’s Incident & Problems by capturing, managing, tracking them and ensuring Root Cause documentation
? Administer the processes and procedures designed to recover and protect IT infrastructure in the event of a disaster
? Ensures adherence to defined IT policies
? Any other duties as may be assigned by Department Head & Team Leader.

Key Performance Indicators
? Number of instances of non-compliance to policy
? Customer satisfaction levels
? Number of customer complaints
? Compliance level to pre-agreed SLAs and OLAs
? Number and value of sanctions received as a result of non compliance to IT policies
? Zero Audit exceptions
? Cycle time to resolve issues assigned by the Helpdesk.
? Cycle time in the resolution of incident tracked on Remedy/Team track
? Internal customer satisfaction level with IT support
? Other KPIs identified by the Head, IT Service & Test Management

Job Categories: Banking Jobs in Nigeria and Computer & IT Jobs. Job Types: Full-Time.

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