· Participate with Enterprise Architects to develop and implement capability roadmaps for the service.
· Align the service with required worldwide IT processes.
· Collaborate with business partners and Solution Managers and worldwide IT peers and establish roles and responsibilities in the service
· In conjunction with worldwide peers and partners, ensure service performance meets the SLA requirements.
· Collaborate with Operations Managers and Sr. Manager of Operations to implement process improvements and Service Improvement Plans (SIP) based on service priorities in alignment with the IT strategy.
· Address process compliance. Identify and sponsor process or metric improvements.
· Manage vendors, contracts, and maintenance agreements.
· Facilitate communication between internal customers and operations personnel, including external providers.
· Hold service providers accountable for effective operational performance and together develop continuous improvement culture
· Request, validate, and drive the deployment and retirement of Enterprise Architecture solutions
· Coordinate with Solutions Managers, worldwide contacts to ensure effective operational support and to ensure that service architecture and directions are aligned with worldwide needs.
· Ensure that all elements required to restore the service are known and in place.
· Ensure that knowledge management articles exist and are current.
· Lead monitoring tools, ensure alerts, thresholds and alarms are continuously reviewed to ensure response.
· Manage performance of service to defined operations metrics.
· Respond to major incidents using the defined escalation path.
· Use the Problem Management process to prioritize and handle the investigation of the root cause of problems.
· Ensure that Disaster Recovery (DR) plans are reviewed to schedule and participate in DR plan testing.
· Ensure regulatory compliance of your service(s) by performing SOX self-assessments and continuous monitoring of SOX compliance reports, promptly remediating non-compliance issues.
· Generate reports to monitor SOX compliance
· Understand and manage costs of providing the service and work to drive costs out of the service.
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