Beschreibung
AMS KPI Specialist
Defining the SLA and KPI methods of measuring working with internal and the customers' processes and tooling
Defining the reporting templates in cooperation with the customer
Investigate opportunities for automating the required SLA and KPI measurements and consequently the reporting
Provide input to the development team for SLA and KPI measurement and reporting dashboard development to enhance customer self service
Responsible for delivering, automating of daily, weekly, and monthly QoS and performance reporting
Responsible for escalation processes: SLA, Quality and IT KPIs.
Responsible for the implementation of quality management methods to improve the quality of service (including data quality);
Responsible for managing the implementation of satisfaction, organizational issues closed loop drive customer management, enhance customer satisfaction.
Design, implement, analyze KPI and PI measurements in order to control the quality of services provided to our customers
Qualification requirements:
Please list the lowest certified professional qualifications, educational background, special training, experience and competency required for this position. Please refer to Competency Titles and Meanings to fill in Competency requirements .
Educational background: Bachelor in engineering or related field.
Major: Computer, administration related.
Work experience: 2-5 years experience in IT Service Management
Required knowledge and skills:
ITILv3 process knowledge
IT monitoring and management tooling for data collection
3 years experience in IT Industry
Working experience in a Managed Services Environment
Being able to work at customer premises and represent Huawei as employer
Working experience in a multi-vendor, multi-technology environment
Competency and qualification level of specialty/technical type
Understanding of functional layers of integrated IT Infrastructure and Services and underlying technologies
Is able to relate issues and risks and understand their business implications
Know various common data collection methods; active, smart& logic minded;
Acquire sound sense of responsibility, service consciousness, team work spirit and coordination capability. Switzerland ability is preferred.
Please send your CVS to (see below)