As the Process Manager – Cloud Managed Services you will work with the Cloud Managed Services team in executing Incident Management, Change Management, Problem Management, Service Asset & Configuration Management (SACM), Event Management, and Knowledge Management processes.
You will have the responsibility to pursue Root Cause Analysis (RCA) and drive long-term resolution. You will perform proactive event analysis to avoid future incidents and minimize the impact of incidents that cannot be prevented. As you will be responsible for the CMDB, you will need to maintain all configuration items, their attributes and Service Management relationships, ensuring that they are current for our customers. You will drive improvement of existing processes, as well as design and implement new or improved processes.
You will facilitate training and workshops for SoftwareONE Cloud Managed Services personnel within and across your team.
Additional Technical Skill