Service Owner

Service Ownership
Manage E2E the service ownership of REACH program across all orgs (RoW, AU, CBS for now)
Maintain ticket SLA as per ITS governance model. Monitor production tickets, make sure that tickets are not unassigned and acted on swiftly
Manage team capacities (2 FTE’s), ticket volume, and report remaining capacity for other tasks to ITS PM’s
Manage team leave plans so that at least 1 2LS team member is available on all days
Review tickets to ensure all tickets have correct information populated as per guidelines. This is required for future RCA
Identify service improvements and cost optimization initiatives
Monitor upcoming SF release and analyse impact on production orgs
Maintaining support documentation which is requested on on-going basis e.g. interface documentation, password management etc
Prepare and present monthly service review meetings with ITS and business team regarding org health
Audit and Compliance
Conduct User Access Review – Once in 6 months
Adherence to ITS change management process and other compliance topics
Prepare and review Service documents along with the team e.g. Authorization concept, Logging Concept etc. before major go-lives
Managing E2E Security aspects of the orgs wrt SAST and Fortify scans, aligning with InfoSec teams, creating stories from findings, report the completion status etc
Other
Participate in the Sprint planning calls to discuss work packages for 2LS team and identify opportunities where 2LS team can support build team
Participate / lead the discussions around topics such as Backup and Archiving, Security tool assessment, Other tool POC etc.
Support ITS PM’s with planning and other topics as required