ICL Services is one of the leading outsourcing companies according to the International Association of Outsourcing Professionals’ annual rating (IAOP) and core partner of Fujitsu. Today, the company works with more than 80 major clients from 30 countries. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.
What we offer:
· A full-time employment contracts
· An opportunity to work on challenging projects with some of the world's largest companies
· Compensation package (private health insurance, team-buildings, professional education and certification)
Opportunities for advancement within the company:
· 20% of employees got salary raise or carrier growth
· Opportunity to participate in various corporative programs (MVP - mentoring program)
· Opportunity to be a part of socially responsible business (various activities to support our employees and community generally). A highly professional, but very friendly team you will enjoy being a part of
· Overtime working hours are recorded and compensated
Human corporative culture:
· 90% like the atmosphere in the company
· 94% trust the professionalism of colleagues and ask them for help in difficult situations
· Professional education and certification – ICL genuinely value its employees and works continually on knowledge improvement across the business spectrum
As a SIAM Partner to our retail Customer we are building a Team to integrate, manage, monitor and improve their key IT Service Management Processes. The solution we’re providing to the Partner includes Supplier Management, Service Level Management, Incident Management, Change Management, Asset Management, Problem management and Knowledge management. Currently we are seeking a person to enforce the Team with Capacity and Event Management capabilities as well. We expect a person to drive the Capacity and Event Management processes within Service Delivery Management, monitor process effectiveness and drive improvements.
A Capacity and Event Manager performs following duties to the Customer:
- Delivers a Capacity and Event management function including:
o Trending and utilisation stats monitoring and reporting.
o Capacity plan management and reporting.
o Define maintenance activities to be carried out by suppliers (clean up, consolidation, scale up etc.)
o Provide recommendation considering analysis of reporting on utilization and business needs
o Definition of specificities on thresholds/alerting to be implemented during transition
o Work with Suppliers on Event correlation tasks and rules to react on events.
o Patch Management health checks in regard to Capacity and Event Management
- Manages elements of service delivery to lower/middle management level within the customer in order to deliver contracted service commitments & continual service improvements.
- Proactively manages elements of capability units & suppliers in a service partnership as ‘one service team’ to customer.
- Monitors, maintains and ensures compliance to the processes owned
- Continually review the process and associated activities for efficiency and effectiveness, and drive improvements.
- Undertakes initial investigation to determine scope and details of issues and update stakeholders accordingly.
- Initiates and manages the development of solutions to identified issues.
- Checks, investigates and analyze statistics to identify historical trends and knowledge gaps and provide relevant support and content via management reporting.
- Participates in regular reviews to resolve issues / review processes with relevant parties, such as Service Desks, Operations, Account Team, Customer and their Suppliers etc
Candidate requirements:
- Broad technical understanding of Enterprise level IT solutions (understanding of concepts for Compute, Network, Storage, Virtualization domains).
- Strong analytical skills.
- Practical experience with building and managing Capacity and Event Management processes within ITIL-driven ITSM environments.
- Good presentation skills.
- Fluent English verbal and written communication skills.
- ITIL certification will be considered as an advantage.
- Experience with SIAM environments will be considered as an advantage.
We are looking forward to receiving your resume. We endeavor to make our selection process as quick and as transparent as possible – don't hesitate to ask if you have any questions. Please, bear in mind that only shortlisted candidates will be contacted for an interview.