Requirements:

 Higher professional (technical or engineering-economical) education.
 At least 5 years of experience in IT service, working in complex IT environment on engineer, senior engineer or supervisory/team lead roles.
 Proven experience in organizational change management.
Required Competences:
Technical:
 ITIL-processes knowledge: Practical knowledge of IT processes: Change Management, Incident Management, Request Fulfillment, Asset & Configuration Management, etc.
 Network and Infrastructure: Able to identify and provide initial diagnosis of network connection issues by using troubleshooting utilities. Has knowledge of server. environment, e.g. virtualization, backup systems, etc.
 Microsoft products and technologies: Has knowledge of software products e.g. Operating system, Office suites, Server family, tools: MS Active Directory and Exchange tasks management;
 Third-party software: Knowledge of installation and troubleshooting of office environment applications;
 ITSM tools: Knowledge of popular and widely used ITSM tools such as TOPdesk, BMC Remedy, etc.

Responsibilities:

 Provide IT Solution Centre services aligned with business processes and the IT Service Delivery Strategy taking into account costs, opportunity and sustainability.
 Provide IT services with focus on customer support and a strong steer on performance of service delivery and customer satisfaction for the various service audiences, e.g. VIPs, management, professionals, administrative and technical user bases.
 Support optimization of IT processes and IT resourcing within area of responsibilities for long term of IT in support of Kashagan Petroleum Operations adopting where practical world-wide best practices and international standards.
 Maintain business satisfaction and confidence in IT through effective and efficient delivery and support of agreed IT services. Minimize the impact of the service outages in day-to-day business activities. Enhance business perception of IT through use of professional approach in quickly resolving and communicating incidents and requests.
 Continual improvement of services and justification for improvement investments through analysis of operational results and data. Ensure IT policy goals and objectives are met through IT processes and standardized methods and procedures are used for efficient and prompt response, analysis, documentation, reporting.
 Review, analyze, prioritize and make recommendations to Line Manager (and/or to Functional reporting manager where applicable) on improvement opportunities in IT Service Delivery, ensure applicable quality management methods are used in delivery of IT services.
 Establish, enforce and maintain work processes to promote consistency with various IT policies and procedures, OLA and SLA agreements.
 Develop and provide various departmental reports on services provided by team.
 Assist in planning, organization and control the operation of team.
 Organize own activities in an effective and efficient way proposing process improvements, development of necessary procedures and templates, and initiating communication with users.
 Organize efficient planning of activities in order to deliver services in line with agreed KPIs and SLAs.
 Provide assistance to Line Manager (and/or to Functional reporting manager where applicable) in maintaining the policies and procedure up to date in respect of the evolution of the business needs.
 Responsible for delivering technical components and competences to the IT Solution Center in terms of validation and translation of business requirements to the Solution Center design. Develop technical documentation for ongoing and upcoming projects within IT&IM department, produce technical as-is and to-be diagrams and business analysis as per business requirements focused on successful operation of IT Solution Center.

Conditions:

Atyrau, 5/2.

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