SDM-Japan
SDM-Japan
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Job Description
Job Responsibilities/Essential Functions/Competencies
SDM/Japan
Job Responsibilities/Essential Functions/Competencies
SDM/Japan
Job Responsibilities/Essential Functions/Competencies
- Provide operational oversight to multiple D2OS Clients.
- Daily review of all incidents, changes, requests, problems, and all D2OS monitoring tools for clients.
- Work closely with client to complete operational tasks.
- Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned clients.
- Assist in preparation and participate in weekly operations meetings for D2OS Clients as needed.
- Assist in preparing Operational reporting for the Monthly and Quarterly meetings.
- Manage Infrastructure Services Escalation bridges.
- Create and present Root Cause Analysis for Critical Incidents.
- Work closely and support Process and Compliance leadership.
- Create and update documentation including Standard Operating Processes and Procedures.
- Participate in an on-call rotation to be the Service Delivery Escalation point 24 x 7 for all D2OS operational issues.
- Education: Associate's Degree in Business, IT, or related field or equivalent experience.
- ITIL certification is highly desirable.
- 9+ years of experience in ITIL Service Management practices, including Incident, Change, Request, and Problem Management.
- Exposure to technology projects and project management.
- Advanced skills in MS Office applications including Excel, Word, and Outlook.
- ServiceNow and SharePoint experience is a plus.
- Ability to work independently and aggressively track incidents.
- Excellent documentation skills and attention to detail.
- Ability to communicate well with customers and co-workers.
- Ability to work in a team environment.
- Strong problem-solving and research skills.
- Strong communication skills (written, verbal, and presentation).
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