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Service Delivery Coordinator – Telenor – Pakistan

Service Delivery Coordinator Infrastructure & Content & Collaboration (GIS Executive)

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As a Service Expert, you will be responsible for coordination, resolution and follow up of 1incidents and service requests related with technical Infrastructure and IT solutions TSS deliver to Telenor group companies. You will be reporting to Service Delivery Manager of Infrastructure in GIS.

Degree(s)/Major(s):     Bachelors in Comp. Science / Masters in Comp. Science
Experience Required:     Minimum 02 years of relevant experience in the areas mentioned below

Key Responsibilities:
Follow-up with customer for operational and technical Infrastructure related issues.
Follow-up with vendors for operational and technical Infrastructure related issues.
Can support project related activities and help SDM in the execution of various technical and technology related tasks and service requests.
Will work as first point of contact for all incidents and requests.
Detailed knowledge and understanding of request/incident tickets handling process.
Participate in Service Delivery meetings with and on behalf of SDM.
Assist Change Manager of Infrastructure in analyzing and verification of requests for changes (RFC) associated with Infrastructure related changes.
Maintain a log of various activities and ensure standard processes are being followed.
Ensure development and architectural standards are being followed during the development of new technical services related with Infrastructure and systems in TSS in accordance of ITIL.
Single point of contact for coordination with infrastructure vendor; activities related to Citrix Xen access, Firewall ports openings, Tunneling and VPNs,
Hardware and software configurations, access to TSS IT systems in Portfolio, SSL certificates, etc.
Windows 2008 server edition, Citrix XEN, Windows 7 and Windows XP knowledge is vital.
Ability to work in the service window as determined by the SLA ( usually 03:00 CET- 17:00 CET), public holiday’s and off days ( if and when required)

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