IT Infrastructure Services Specialist

SUMMARY:
The purpose of Global Information Management (IM) is to enable the delivery of business processes, communication, collaboration, and knowledge management through the deployment, support, and maintenance of enterprise technology, infrastructure, applications, and mine technical systems

POSITION INFO:
To own stakeholder relationship and service delivery for technical systems and Industrial IT (IIT) / Operational
Technology (OT) services for their relevant sites and regions.

Monitor and control all priority calls (Incident Management) for IIT
-Ensure IIT Services are delivered according to standard operating procedures and/or agreed Service
Level Agreements (SLA)
-Focus on IIT customer service, troubleshooting and immediate time-bound response for the IIT users
-Escalate complex queries to the relevant Regional Support Experts for IIT
-Monitor the performance, cost, and demand within the business economic context and approved budgets on IIT
-Identify service improvement opportunities from data trend analysis and IIT customer input/need
-Prepare and distribute IIT Monthly performance and SLA reports
-Monitor and manage onsite IIT contractor resources to ensure alignments with the contract and SLA expectations (safety, contractor packs, etc.)
-Ensure effective IIT change management processes are in place for any new IIT infrastructure or system changes at the site and regional levels
-Translate business requirements into functional specifications for the IIT organization
-Understand technological trends in IIT/OT and use this to propose solutions to business
-Coordinate communication with all areas of the business that impact the IIT project processes, budgets, site risk assessments
Managerially Accountable to:
OT Frontline Service Manager
Key Internal Relationships:
-         Manager once Removed
-         OT Frontline Services Manager
-         IIT/OT Team Members
Frontline peers
Business unit stakeholders

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