Administration and management of the ITSMtoolsets (Atlassian Tools
Jira, Confluence, JSM, Pager Duty)
Manage all business impacting service interruptions and incident escalations inline with the agreed process and SLA's (24x7)
Deliver timely, appropriate and accurate communications to customers and key stakeholders
Manage Problems/Known Errors, to ensure that these are diagnosed, logged and escalated accurately
Actively build and maintain strong relationships with Technology teams, customers and 3rd Party Vendors
Manage technology requests for Change
Build Service and Trend Reports
Manage and deliver the service catalogue & service descriptions
Conduct service reviews with vendors
Requirements
Professional knowledge of ITIL theories, principals and concepts
JIRA administration and configuration
Good working knowledge of information systems, concepts and technologies; networking, applications, infrastructure, hardware and software, Operating Systems, troubleshooting and investigation