Job Description
Job Description
- Lead and maintain Service Transition process documentation, including process manuals, SOPs, and Knowledge Articles aligned with ITIL best practices
- Coordinate transition of projects into ICT Operations, including readiness assessments, operational acceptance criteria, and go-live handover packages
- Proactively identify transition risks, scope gaps, and timeline constraints; escalate and track resolution with relevant stakeholders
- Develop and maintain communication and coordination procedures for all service transitions, ensuring operational teams and business stakeholders are aligned
- Design, produce, and maintain ITSM reporting covering Service Transition, Incident, and Problem Management; provide analysis and recommend follow-up actions
- Support Incident and Problem Management process activities, contributing to root cause analysis documentation and improvement tracking
- Identify and drive Continual Service...