* Acts as a Hosting Service Owner, responsible for all aspects of the day to day service delivery, enhancements to operational performance, efficiency and service level attainment, and responds to customer escalations when required
* Works with project managers, provides feedback and guidance on implementation of future hosting services
* Assists in advising and influencing business clients and customers at management level regarding the delivery, costs, availability and functionality of services and systems and develops effective partnerships with them
* Responsible for management of customer expectations and stakeholder management in close cooperation with the relevant account and product managers
* Accountability of the role isn’t restricted to the organization unit in which it is defined. Matrix management is used for end to end hosting service management
* Balancing the need to pro-actively improve the service provided, with the everyday need to meet the SLA and keep customer confidence despite the multiple priorities of a fast paced working environment
* Provides recovery management function for selected Hosting services
Required Skills & Experience
* 4-5+ years of experience in General IS/IT experience or IT service delivery role
* IT operations experience preferred
* Service Management/Project management experience
* Understanding or knowledge of various platforms (Unix, Linux, Windows), databases (e.g. Oracle, Informix), clusters, middleware and other technologies
* Able to negotiate SLAs and persistent in follow-up actions; Experience creating or implementing SLA’s
* Vendor Management experience
* Effective communication with strong influencing and relationship building skills; efficient information management
Nice to Have Skills & Experience
* ITIL/Infrastructure background
* IT Engineer background
* Any IT or IS Certifications