Identify problems requiring analyses, work with IT management and support teams on the root causes, following industry standards to develop improvement plans.
Advise management and support leads on corrective actions to prevent reoccurrence of problems.
Drive Quality, Develop Processes and Manage SLAs
Present updated processes and procedures to relevant leads and support teams.
Drive quality by working closely with support teams and service desk, understanding ticket volumes and backlog, reoccurrences of incidents, support models and use this as a base to develop a continuous improvement plan.
Work with business and other IT stakeholders and negotiate, develop, and manage SLAs between IT and business according to business needs and IT capacity and capabilities.
Manage quality of IT service delivery within budget guidelines and provide progress updates on issues and improvements in monthly reporting to Ma...