Ensures service delivery in accordance with established service level agreements (SLA‘s).
Takes proactive action to ensure stable and secure applications and ICT infrastructure to avoid potential service disruptions, attending to capacity planning and to information security.
Updates operational document library and logs all service incidents. Maintains monitoring and management tools (i.e. scripts, procedures).
Maintains IS services. Takes proactive measures.
Acts under guidance to record and track reliability data.
Systematically analyses performance data and communicates findings to senior experts.
Escalates potential service level failures and security risks, recommends actions to improve service reliability.
Tracks reliability data against SLA.
Programmes the schedule of operational tasks.
Manages costs and budget according to the internal procedures and external constraints.
Identifies the optimum number of people required to resource the operational management of the IS infrastructure.
How to interpret ICT service delivery requirements
Best practices and standards in ICT service delivery
How to monitor service delivery
How to record service delivery actions and able to identify failures
The best practices and standards in information security management
Web, cloud and mobile technologies
Apply the processes which comprise the organisation’s ICT service delivery strategy
Fill in and complete documentation used in ICT service delivery
Analyse service delivery provision and report outcomes to senior colleagues
Plan and apply manpower workload / requirements for efficient and cost effective service provision
Functies met C.3. Service Delivery competentie