IT Application and Service Management

Oversees support services to GIS customers for specific IT service or set of services. Adheres to service management processes and procedures to meet customer service level agreements and maintain customer satisfaction.

Completes root cause analysis of outages or incident trends (often working with managed services partner). Approves preventative actions.

Using monitoring data analysis of specific IT service or set of services for availability and performance, develops plans to implement recommendations to improve or change technology.

Manages complex problems and outages which are escalated from other team members. Services as technical subject matter expert.

Configures IT technology and executes complex changes while following standard operating procedures and change/release management policies.

Works with vendors and management to develop plans for the life cycle of the product.

Ensure that service/produ...