Infrastructure Service Owner vois

**Role purpose**:
Provide an extensive level of support for Office IT Infrastructure Azure AD service ownership. With respect to the complex nature of the Azure AD environment in scope the Service Owner is supposed to be executing the operational assessment of projects that will be implemented, Plan for the service improvement with defined timelines, provide permanent resolution for ongoing problems, composing necessary scripts and automation workflows to decrease the amount of human intervention as well as composing capacity reports and draw the road map for a proactive future capacity increase plans.

**Technical Operation (Scope) :**:
Provides operational assessment of projects into project Solution Design approval decision (G2) by the Office IT Project Review Board (OIT PRB).
Provides Operational Impact Assessment, including risk assessment into project Go Live decision (G5) by the Office IT Project Review Board (OIT PRB).
Plan of service improvements with defined timelines
Reports service related changes and assessed change requests
Problem Management within the accountability to PBI KPI achievement
Provide problem resolution (root cause/workaround/final solution) and root cause analysis (RCA) reports
Deliver event management analysis and improvements (monitoring tickets analysis), and ensure effectiveness
Reports for availability (server/service availability)
Test technology updates, including patch updates, to Office IT Infrastructure Services, including decommissioning as planned by the Service Owner
Composing necessary scripts and automation tasks which will decrease amount of human intervention
Deliver capacity reports and capacity plans, to advise service owner and solution owner to drive to architecture enhancement for the Active Directory service.
Responsible for platform health leading all security precaution in respect to vendor recommended security patches.
Providing monthly high-end scorecard reporting including capacity planning and SLA delivered.

**KPI’s**:
1. End-to-End service availability and performance according to SLA
- Achievement of SLA targets for incident resolution according to Reportal report 1608 Incident Hop & Re-open analysis OI (I)
- Achievement of SLA targets for Service Requests
2. Number of incidents reported by customers
- According to Reportal report 1608 Incident Hop & Re-open analysis OI (I)
3. Delivery of project tasks on time and in quality according to agreed project plans
4. Delivery of regular defined reports in time and in quality (e.g.: Backlog)
5. Customer satisfaction with Office IT Infrastructure Services ‘Customer Satisfaction measurement in implementation with Office IT Shift Left initiative. Target to be agreed before Go Live or during phase on initial operations of Customer Satisfaction measurement’
6. Compliance to operational processes, measured by exceptions only
7. Providing operational assessment to future projects with all pros/cons.
8. Ensure finishing at least 90% of service improvement topics planned for the FY.
9. Creating and Assessing 100% of Active Directory related changes before CAB meeting.
10. Closing 90% of problem cases with required (root-cause/preventive actions) within agreed KPIs.
11. Delivering all required reports & scorecards within agreed timelines.

**Key accountabilities and decision ownership**:
Putting Customers First
- Makes sure the team focus on delivering customer needs.
- Exceed customer expectations
Performing through our people
- Gives regular, constructive feedback.
- Respects other team members
- Offers help when the team is overworked
- Takes responsibility of mistakes, never points the finger at others.
- Has the highest standard of integrity.
Delivering results
- Makes the best use of available resources
- Meets deadlines, makes things happen
- Manages own time effectively
Managing a changing environment
- Shares own ideas, accepts suggestions from colleagues
- Acts quickly when change is needed
- Identifies practical solutions to problems without reinventing the wheel
Making a personal difference
- Builds network with other team leaders
- Open and understanding
- Always curious and looking for better ways to do things
- Makes the most of what we’ve got
Communicating for impact
- Encourages people to be open and share their views
- Convinces other people of a point of view
- Keeps all relevant people appropriately informed
- Builds on people’s ideas

**Key performance indicators -**:
Providing operational assessment to future projects with all pros/cons.
- Ensure finishing at least 90% of service improvement topics planned for the FY.
- Creating and Assessing 100% of Active Directory related changes before CAB meeting.
- Closing 90% of problem cases with required (root-cause/preventive actions) within agreed KPIs.
- Delivering all required reports & scorecards within agreed timelines.

**Must have technical / professional qualifications**:
**Education**:
BSC in Engineering or Computer Sc