Position: MIS Support Coordinator (Recent Job)
- No. of Openings 1
- Category NGO/INGO/Social/Develop.Projects
- Job Location 1
- Job Level Senior Level
- Job Type Contract
- Salary Negotiable
- Education Level Bachelor
- Experience Four year or above
- Expiry date Apr 30, 2019 (Expired)
Job Description
- Overall management of L1, L2 and L3 support teams deployed by support vendors
- Supervise helpdesk management providing support to support teams and all application users.
- Oversee the support prioritization, categorization and resolution procedures.
- Monitor and manage Service Level Agreement (SLA) of each level of support and ensure SLA compliance are met as per the support contract.
- Monitor and ensure escalation processes are in-place and followed.
- Remain responsible close supervision of tickets maintained on ticketing platform ticket creation, resolution and closure procedure are handled timely, correctly and consistently throughout support performance.
- Evaluate results and recommends changes for support improvisation affecting project growth and success
- Analyze, review and manage the support issue transition among L1, L2 and L3. Monitor and ensure right transition procedures are followed during the support transition from each level.
- Analyze, review and manage the impact analysis, root cause analysis and defect density analysis of the support issues.
- Review and approved updated support documents
- Work closely with other technical and functional team members to understand and prioritizebusiness needs and find holistic approach to resolve the issues.
- Act as main point of contact during roll out to manage support and implementation teams, ensure all task are correctly distributed and getting resolved timely as per the project plan.
- Produce ad-hoc support status or support health requests as per the instruction and request of stakeholders.
- Plan, prepare and execute service audits for support (L1, L2 and L3) services in coordination with all relevant stakeholders.
- Plan, prepare and execute preventive action plan and corrective action plan for support service improvement based on support service audits.
- Any other responsibilities as assigned by supervisor.
Job Specification
- A BE, BTech, BCA or other IT related degree
- 5+ years of experience in software support service management, particularly support on MIS/ERP applications having online, offline and mobile access points.
- Experience on managing IT helpdesk of different geographical users will add more values.
- Excellent track record on SLA management of L1, L2 and L3 service management of software solutions.
- Preferably have experience of support management for public sector client.
- Good understanding of software support management best practices and global frameworks
- Ability to coordinate reviews, investigate issues and research and implement support process
- Excellent communication, interpersonal skills and fluent English and Nepali.
This job has been expired
on 2019-04-30
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