Budapest, Budapest, Hungary
- Control and manage the operation of 2nd and 3rd level on several platforms - Control incident management and change processes - Represent the Operation Centre in telephone conferences, escalations, outage handling - KPI and ticket quality supervision in order to meet standards - Leading shift-handovers - Interact with customers and providers - First point of contact for management regarding operational issues - Taking full responsibility for the operations
- Responsible for the whole MF service provided to Danske Bank from Central Europe Delivery Centers - Follow up on financial and drive cost reduction initiatives - Ensure IBMs and Clients strategy and awareness - Customer Focal Point for Danske Bank Mainframe Services department - Weekly status calls with MF department manager - Focus on RFS deliverables in relation to Danske Bank Mainframe environment - to be delivered on agreed time and quality - Participation in Danske bank - IBM Mainframe Domain Group meetings - Focal points in Incidents on Mainframe environment - Ensure Change Management quality in relation to the Mainframe environment - Ensure high quality in Problem Management work - Ensure clean Business Compliance posture on Mainframe environment - Focal Point for aligning the Mainframe deliverables to the future. Take lead and drive transformation so that SFV take more lead in the Mainframe area - Ensure to develop (short and long term) critical Mainframe skills in order to support Danske Bank environment - Create/ensure a positive climate in SFV around Danske Bank support team
A leadership role that provides account management direction for a single service or certain types of tasks. In general the Service Delivery Manager manages the day to day client relationship on behalf of Service Delivery and provides the DPM/PE with a single point of contact into Service Delivery. • E2E responsibility for selected customers • Managing transition projects • Manage service to contract, (SLAs, dates and performance measures) • Own level of service quality and Service Delivery performance working with the DPM • Primary point of contact for service levels and issues for customer • Provide timely and accurate Internal reporting • Provide direction, input to strategy goal setting and prioritization for Service Delivery teams • Drive/Manage service quality and improvement of service delivery processes • Deliver cost effective, standard service cost measurements • Support overall customer relationship and customer satisfaction • Support Proposal leadership for account including qualification of new business opportunities • Support Account planning / strategy • Recommendations for areas of contract changes that can improve service, lower costs or improve customer satisfaction • Represent IBM in case of Major Incidents • Responsible for Security and audit compliance, reviews and actions
- Responsibility for the overall quality of the Change Management process. Main coordinator within the process and is the focal point regarding changes for both the customer and the IT organization. - Accepts, prioritizes, and categorizes Change Requests - Rejects outright any change request that is completely out of scope or out of policy for Change Management - Chairs the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings - Ensures that all preparations have been made for a CAB meeting, including creating of agenda, circulation of change requests to be considered, and inviting of participants - Has the ability to review all planned changes - Obtains authorization for submitted change requests from the Change Authority. - Ensures post review of exception changes to evaluate if the change addressed a real or a perceived exception condition - Utilizes the Change Management reporting system to monitor and track changes - Negotiates end-user down time for change implementation - Creates consolidated change schedule and resolves any scheduling conflicts - Identifies change requests that have not been acted upon in a timely manner and takes appropriate action - Ensures that changes are communicated in a timely and adequate manner - Create and distribute Change Management reports - Reviews all implemented changes to ensure that they have been carried out - Closes change requests
Manager on site in out of office hours (OOH) - Tracks and lead critical situations / major incidents - Coordinates and ensures timely incident resolution - MoD function and managing support of DCCE services in OOH - Escalation point for all MI, Sev1, incidents in DCCE (24/7) - Managerial presence on site: resp. for people on site in OOH period - Responsible and escalation point for the site and infrastructure - Primary contact for the managers / upline management in OOH period - Driver of Change Review Board team and potential CAB for selected changes - Responsible for the on-site IT security and compliance in (OOH period) - First contact in the BCDR plan (Manager On-site Duties) - Owner of the Internal Management Alert & RSS feed- - Primary SSO MoD of site Brno responsible for France service - Role ensures the service quality in the appropriate shift within SSO environment - Provides communication bridge between Delivery Centre CE site SFV and IMT MoDs - Reports service issues and improves incident / problem / change management - Alerts critical and major service incidents supported by Delivery Centre CE (Internal Management Alerting) - Takes the actions according the Business Continuity and Disaster Recovery Plan
1st and 2nd level work on IBM Mainframe Systems(S/390) - Operations - Programming - Monitoring