Methods and Standards Plan, coordinate and manage ITSM tool programs, applying ITIL best practice as best suits the organization's business situation and goals Plan, coordinate and manage improvements to ITSM processes and IT service delivery in order to increase efficiency, effectiveness, and cost effectiveness Plan, coordinate and manage project related matters that require ITSM tool involvement. Ensure product quality in project up to expectation. Plan, support, manage and control Continual Service Improvement programs to increase IT service delivery customer satisfaction Assist in research and development of solutions & tools that related to ITSM that would bring value to the bank. ITSM Process Improvements Involve and coordinate selection of subject matter expert (vendor) and automated tools Involve and coordinate negotiation session with vendor to value proposal for vendors' consultancy, training and tools usage. Plan and coordinate awareness campaigns , communications management and certification initiatives across IT. Coordinate and involve in selection and endorsement of process owners and their roles & responsibilities. Plan and conduct survey, analyses and validate results to ascertain maturity levels. Set and communicate improved target levels for maturity level and plan, direct, manage and priorities improvement programs. Program Coordination and Reporting Coordinate and involve in acquire project management, vendor and contract management, reporting / documentation and communication skills. On the job training and research to improve knowledge on IT Infrastructure Service Improvement. Plan and coordinate continuous learning activities relates to standards and best practices i.e. ITIL and COBIT and coordinate certifications program. Governance/ Compliance Follow up on actions to resolve issues identified. Assist and involve to ensure guideline set adhering to policies and procedures govern by internal and external auditors. Requirements Minimum 5 - 8 years experiences in ITSM tools for SD, IM, PM, CM and other modules (ITIL best practices). Technical understanding on infrastructure, systems and application related to Banking Application. Value added on understanding and experience in Network such as DNS, DHCP, SNMP, IPTABLES, FIREWALL and TCPIP. Minimum >3 years experiences in Windows/LINUX/Database server in Virtualized environment and familiarity with Network equipment such as Router, Switch, Load Balancer & Appliance.
