ELK Consultant

Description:

Provide support to Commercial & amp; International – Client Delivery

Engagement Camp team on service delivery related matters in Commercial Sector portfolios.

Commercial & amp; International service delivery function.

The service scope is to provide day to day support of delivery matters for managing customer’s requirements and Service Level Agreements.

Job responsibilities:

Provide managed service to cover for SNOW Portal support scope as listed below during project phase

Act as an extension function to team for all service delivery support related queries and issues

Assist team to perform review on project transition plans, enhancement milestones and deliverables in consultation with support teams and customer

Assist team to review with support team to ensure that all support tasks and deliverables meet quality and service levels

Assist team to ensure that regular reviews of the services provided (Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)) are conducted to maintain alignment between the services and the expectations of the customer

Assist team to notify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD)

Assist team to notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director (SDD)

Assist team to review and approve service request/enhancement effort, schedules and risk plans as empowered by lead.

Assist team to review for resource project movement and planning

Assist team to review, monitor and report project health status

The scope includes:

Experiences in supporting SNOW Portal –

Add/Modify Change /Incident Data fields

Add/Modify Change/Incident Tasks/Work flow

Add/Modify/Modify CMDB Data Fields

Add/Modify Table amp; Form

SNOW portal patch Issue troubleshooting

Snow version upgrade

Performing standard or project change request as per change window

Analysing, troubleshooting and correcting portal problems on-site.

Maintaining and administering Production systems during project phase until handover to BAU team