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Capacity/asset/incident Manager
2 weeks ago
**Job Description**:
**Capacity Management**
- Ensures that there is sufficient capacity to meet service level targets
- Keeps IT management informed about capacity needs
- Provides capacity requirements for new or modified IT services
- Maintains an overall understanding of current service capacity and trends
- Ensures that performance testing is carried out on new and modified IT services
- Works to proactively provide sufficient IT capacity
- Produces and maintains a Capacity Plan
- Ensures that capacity-related incidents and problems are addressed
- Ensures the creation, maintenance, and use of a Capacity Management Information System (CMIS)
- Assesses the capacity impact of new change requests
- Participates on the Change Advisory Board (CAB) as needed
- Is responsible for monitoring IT capacity levels, comparing actual levels against targets, and addressing shortfalls
- Carries out the Process Manager responsibilities for the Capacity Management process
**Asset Management**
- Owns the Asset Register
- Plans, publicizes and oversees implementation of an updated Asset Register
- Ensures that the Asset Register is populated with assets according to policy
- Ensures maintenance of the Asset Register
- Ensures that assets are uniquely identified with naming conventions. Ensures that staff comply with identification standards for object types, environments, processes, life-cycles, documentation, versions, formats, baselines, releases and templates.
- Carries out the Process Manager responsibilities for the Asset Management process
**Incident Management**
The role as an Incident Manager (This is a backup role to the primary incident manager)
- Provide technical direction and coordination to the resolver groups involved during an incident and disaster recovery.
- Provide appropriate inputs to the problem management process, RCA preparation.
- Develop an understanding of the client’s organizational structure and infrastructure environment.
- Drive group chats and bridge calls effectively to resolve incidents.
- Handle conflict situations and make quick decision while driving incidents.
- Manage and drive third parties to the quick resolution of incidents.
- Manage the use of Escalation matrix appropriately to get appropriate level of focus from technical teams and management.
- Manage the incident a make informed decision to escalate as Disaster and managed the disaster accordingly.
- Classify and resolve incident within the specified SLA.
- Track incident until closure.
- Conduct monthly briefing to the customer on incident and problem management.
- Provide regular report based on SLA measurement and performance of incident and problem management.
**Job Requirements**:
- Minimum 5 years of working experience in above-mentioned processes.
- Degree or Diploma, preferably IT or Engineering-related.
- Committed and motivated individual and willing to work odd hours at times when required
- Past working experience in Cloud environment is an advantage
- Able to handle demanding service response and recovery turnaround
- Able to manage daily support tasks to meet stringent SLA requirements
- Excellent scheduling and multitasking skills
- Meticulous and process-oriented
- Good, hard-working attitude with ability to work well under pressure
- Good communication skills English (written, spoken)
- Good analytical skills with ability to work with others to resolve problems.
- Good organization skills, with ability to properly document and track information.
- Preferably with ITIL Intermediate/Expert certification.
- Dynamic, customer oriented, experience working in a fast paced environment.
**- **Thereafter, good performance may consider for direct employment.
