Technical Support | BA-GA

I. PURPOSE

This role supports the design, implementation, operation, and continuous improvement of ITSM platforms and processes. It ensures stable day-to-day operations, assists with platform configuration and deployments, and contributes to enhancements aligned with business and operational needs. The role provides hands‑on technical support, executes implementation tasks, and develops ITSM expertise while collaborating with stakeholders to optimize service management capabilities. The role focuses on learning ITSM best practices, assisting with service operations, and ensuring accurate execution of established procedures while developing foundational ITSM skills.

II. DUTIES AND RESPONSIBILITIES

ITSM Strategy

• Conduct a current-state assessment of IT services, tools, and processes.
• Identify gaps against ITIL best practices.
• Review incident trends, SLA performance, customer satisfaction, and operational risks.
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