Section 1: Identifying Information
Associate III, IT Operations
Manager, IT Operations
All Lines of Business
Positions reporting to this position
Target team size:
Section 2: Position Summary
This role is intended for Graduates of IT or equivalent Technical courses with at least 1-3 years of IT Support experience supporting an IT Enabled environment such as Shared Services, BPO of at least around 1000 users and workstations.
The role of Associate III, Site Support IT Operations ensure that all IT Tickets are performed to completion and ensure that workstations, and Local Infrastructure on-site are operational, and within specifications on service patches, etc.. This role shall be primarily in-charge of IT Asset Management and Inventory of the site.
Section 3: Responsibilities, Supporting Actions & End-Results
Guidelines: List the essential responsibilities, functions and/or activities, provide the supporting actions to describe how the work will be accomplished and provide the desired end results. List the responsibilities in order of importance and the estimated percentage of time for the responsibility (no one responsibility should be greater than 60% of time or less than 10%). The most important responsibility is not necessarily the one where the most amount of time is spent.
Major Responsibility: Operational Support – Incident, Service Request, ITIL Processes
End Results: Incident Resolution/SLA – 95%, Change Management – 90% Success Rate, etc.
Major Responsibility: Administrative Tasks
End Results: Compliance, Accuracy, Timeliness
Major Responsibility: Service Improvement
End Results: Quantity & Quality / Contribution