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You will be updated with latest job alerts via emailDefine, implement and manage IT technical support processes and procedures.
o Ensuring that all IT processes used by the support team are thoroughly documented, consistently audited, and regularly improved.
o Produce weekly and monthly summary management reports on technical support tickets.
o Manage system and network support services to meet the IT SLA KPIs.
o Manage and report the incident management process, including root cause analysis and remedial action.
o Manage prioritization, escalation and resolution of support incidents and user requests
o Manage the process of new software updates and releases to divisions and communicate effectively.
o Mange the online FAQ and support article knowledge base
o Define and manage the quality assurance/quality control testing process for all software and hardware releases.
o Ensure the team follow the change management process as per the ABA IS IT policy and procedures.
Full Time
Power Generation / Power Distribution / Energy / Nuclear Energy