IT service & Project management is the craft of implementing, managing, and delivering IT services to meet the needs of the organization. It ensures that the appropriate mix of people, processes, and technology are in place to provide value. Key Responsibilities: Business analysis <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organization. </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Assists in defining acceptance tests for these recommendations.</li> </ul> Service level management <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.</li> </ul> Project Management <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Takes responsibility for the provision of support services to projects.</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Uses and recommends project control solutions for planning, scheduling and tracking projects.</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Sets up and provides detailed guidance on project management software, procedures, processes, tools and techniques.</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Supports program or project control boards, project assurance teams and quality review meetings.</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Provides basic guidance on individual project proposals.</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">May be involved in aspects of supporting a program by providing a cross program view on risk, change, quality, finance or configuration management</li> </ul> Service acceptance <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Engages with project management to confirm that products developed meet the service acceptance criteria and are to the required standard. </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Feeds into change management processes.</li> </ul> Change management <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Develops, documents and implements changes based on requests for change. </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Applies change control procedures.</li> </ul> Release and deployment <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Uses the tools and techniques for specific areas of release and deployment activities.</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Administers the recording of activities, logging of results and documents technical activity undertaken. </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">May carry out early life support activities such as providing support advice to initial users.</li> </ul> Problem management <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Investigates problems in systems, processes and services. </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Assists with the implementation of agreed remedies and preventative measures.</li> </ul> Incident management <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Following agreed procedures, identifies, registers and categorizes incidents. </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Gathers information to enable incident resolution and promptly allocates incidents as appropriate.</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:10.0pt;font-family:'Times New Roman', serif">Maintains records and advises relevant persons of actions taken.</li> </ul>

Senior Specialist Tech Infrastructure (Cairo, Al Qahirah, EG) @ adidas

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