Principal Technician (Service Level Management)

Principal Technician (Service Level Management)

DEFTEC delivers mission critical solutions through skillfully delivered services and innovative products. We are inspired by the critical missions of our clients, and we are driven to provide the most effective solutions to execute their missions, operational challenges, and requirements. Our dedicated, experienced, and talented employees work closely with our clients to ensure the delivery of exceptional services and products.

JOB RESPONSIBILITIES:

The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets.

Continuity management

• Contributes to the development of continuity management plans.
• Identifies information and communication systems that support critical business processes.
• Coordinates the business impact analysis and the assessment of risks.
• Coordinates the planning, designing, and testing of contingency plans.

Service level management

• Monitors service delivery performance metrics.
• Liaises with stakeholders to help them plan for a deterioration in service and/or breaches of service level agreements.

Availability management

• Analyses service and component availability, reliability, maintainability and serviceability.
• Contributes to the availability management process and its operation.
• Performs defined availability management tasks.
• Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.
• Implements arrangements for disaster recovery and documents recovery procedures.
• Conducts testing of recovery procedures.

Capacity management

• Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures.
• Applies techniques to control the demand upon a particular resource or service.
• Contributes to capacity modelling and planning.
• Supports the design of service component capacity.

Contract management

• Sources and collects contract performance data (such as pricing and supply chain costs), and monitors performance against key performance indicators.
• Monitors progress against business objectives specified in the business case.
• Proactively manages risk and reward mechanisms in the contract.
• Identifies and reports under-performance and develops opportunities for improvement.
• Monitors compliance with terms and conditions and takes appropriate steps to address non-compliance.
• Identifies where change is required, and plans for variations.
• Ensures, in consultation with stakeholders, that change management protocols are implemented.

Customer service support

• Responds to common requests for service by providing information to enable fulfilment.
• Promptly allocates unresolved calls as appropriate.
• Maintains records, informs users about the process and advises relevant persons of actions taken

QUALIFICATIONS:

Required Qualifications:

• Active NATO SECRET security clearance
• Higher vocational training in a relevant discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience.
• 3 years' experience working in a Service Management environment;
• Working knowledge of Service Level Management with experience of executing corporate wide SLM process;
• Experience of both the introduction of new Service Level Management process ability to deliver the key Outputs (SLA/OLA Documents), Reports and Service Improvement Plans;
• Experience in Requirements Identification, Analysis and Validation;
• Sound technical knowledge related to CIS (end-user equipment, operation systems and wide/local ar