1. Use of ServiceNow tool to manage and handle all IT issues, incidents, problems, and requests from users.
2. Adherence to SLAs and defined KPIs. Follow ITIL framework to manage IT Support services.
3. Maintain customer interactions.
4. Collaborate with 3rd party service providers to guarantee operations service quality.
5. Continuous improvements in the IT operation.
6. Ensure the incident, change management and problem management are correctly applied, activate third parties when needed.
7. A key player in the relationship between Infrastructure & OT and Applications teams and usually are part of a regional Service Delivery team.
8. Transitioning knowledge from build to run.
9. Participate and deploy local, regional, and global projects.
10. Alignment and compliance with LDC regional/global standards.
11. Adhere to LDC cybersecurity framework, policies and procedures to protect the critical infrastructure against cybersecurity threats.
