Information and Communication Technology (ICT) connects people and markets worldwide! Deutsche Telekom is one of the leading international companies in ICT. With round about 235.000 employees in 50 countries, we provide innovative solutions to our clients.
T-Systems is one of the three successful brands of Deutsche Telekom. We serve large customers and multinational companies through our global infrastructure of data centers and networks. With the help of innovative technology we develop integrated solutions for connected life and work.
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Responsible for the planning and implementations of embedding and quality assurance of Service Operations Management across T-Systems Malaysia GDU CCS while aligning with T-Systems Enterprise International standards globally.
Develops scope, span and granularity of Service Operations Management processes for T-Systems Malaysia GDU CCS.
Accountable for governing the processes e.g Incident, Change, Problem,Configuration, Release, Order, Risk Management
Responsible to gather and document requirements from understanding of business oriented requirements and drive them down to overall system requirements in areas of performance, reliability, compliance and manageability.
Elicit requirements; analyze traceability and managing stakeholder’s expectations such as by interviewing process architects, process experts, business managers; communicating with executives around overall business strategy; facilitating group discussion with those who will use the Service Operations data.
Responsible to define and document key workflows and control points of Service Operations Management processes.
Responsible for process related service level performance including reporting (KPI, SLA’s)
Responsible to prepare training materials, schedule courses, determine training delivery method, deliver courses and evaluate effectiveness of the training.
Responsible to train one or more trainers and help to develop a curriculum to teach the entire organization on how to do Service Operations Management.
Responsible to implement project scope and goals and schedules communication.
Responsible for establishing objective measures of the effectiveness of Service Operations Management processes which will be used throughout the organization to show the business value being gained by the processes and to make incremental improvements.
Responsible to be consulted and authorize changes to lower level process documentation or procedures, and ITIL support tools.
Responsible to define and validate requirements of Service Operations data, quality assurance and oversee data monitoring.
Responsible to audit, inspect and review the quality of processes to make sure that the overall Service Operations management meets the objectives.
Responsible to check that implementation is done according to plan, monitors the processes and the data to make sure that everyone can be extremely confident in the value of Configuration information in CMDB.
Responsible to advise in the area of process specialty in order to control the impact and end results of a decision to be made by all acco