About the role
- Monitor and measure service performance against KPIs to ensure reliable and secure delivery of application and infrastructure services to business end users
- Resolve escalated, urgent, and complex issues to ensure business continuity and provide second-line operational IT support for Solution Manager Focused RUN CALM applications
- Analyze complex business processes, conduct workshops to gather and evaluate business needs, and translate requirements into functional specifications for monitoring purposes
- Develop and implement end-to-end monitoring solutions and arrange communication with technical teams to support business process design and optimization
- Prioritize and manage multiple operational delivery priorities, including supportability and transition projects, while coordinating with Application Support colleagues, Project Delivery teams, and infrastructure suppliers
- Serve as Subject Matter Expert in technical and operational process aspects, providing guidance, training, and administration of Solution Manager Focused RUN CALM tools and functionalities
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