Responsibilities:  

• The role of the IT Infra Run, Tier 1&2 is to ensure IT Infra Run (which includes Service Desk, Site Support and Network Run) performance is in line with expectations.  

• The person will be responsible at an operational level, for providing a workable organization and structure within EMEA , North Cluster. 

• Ensure alignment between the clusters as well as to global standards 

• Responsible and accountable for Tier 1&2 responsibilities, namely: 

• First line of Support- User Focused 

• Second line of Support- User and Infrastructure Focused 

• Ensure proper support organization meeting SLA and target metrics 

• Meet the implemented SLAs following the guidance from the ITSM organization 

• Adhere to Information Technology Infrastructure Library (ITIL) standards and best practices following the guidance from the ITSM organization 

• Develop & maintain business relationships with stakeholders to ensure IT Infra Run performance is in line with expectations 

• Work together with IT Infra team members of other clusters, for best practice sharing and collaboration 

• Work together with other IT Teams for proper support within EMEA , North Cluster, assets deployment and SOP 

• Act as a technical escalation point  

• Acts as the point of contact for IT Infra Run within EMEA , North Cluster 

• Responsible for the quality and delivery of technology support services 

• Escalate when/where needed; Ensure communication succinctly to end users and across teams