Analyst - Managed Services.Enterprise Business NG

Mission:

Ensures efficient management of Managed Services (MS) Vendor for excellent service delivery to our customers by focusing on adherence to operational PPPs and regulatory requirements and well as management of the agreed contract. This is achieved by the consistent monitoring of the performance of the MS Vendor.

Description:

• Use data to monitor and track the MS vendor's adherence to Incident Management processes, ensuring all incidents are logged, categorized, prioritized, assigned, and resolved in accordance with agreed SLAs and operational procedures.
• Monitor vendor compliance with all regulatory, legal, and internal governance requirements relating to Incident Management and service restoration activities.
• Monitor the vendor's adherence to incident response and restoration timelines, ensuring incidents are acknowledged, escalated, resolved, and closed within agreed service levels.

Education:

• First degree in any relevant discipline
• Professional qualification in ITIL or any other relevant certification
• Fluent in English

Experience:

3-7 years’ experience which includes

• Experience working in a medium to large organization
• Experience in, Enterprise service management, Enterprise customer support
• Experience in the use of data analytics tools/Apps
• Must have excellent knowledge of Microsoft Excel
• Strong Analytical and Reporting Skills
• Leadership Skills