IT Systems Support Supervisor

To supervise and provide IT systems support by analyzing and resolving problems/ service failures of the software and hardware infrastructure following the IT service management processes and procedures, ensuring optimal service availability. Job Accountabilities: Respond to all reported IT service related issues/queries received through telephone, web portal, email, and any other mode of communication, in proportional manner and create incident record in IT Service Management Tool with correct category and priority. Analyze incidents, problems, queries, and service requests, and provide first level support with minimal supervision. Follow up, update and close solved incident records in order to provide clear and concise information about the occurrence of incident or problem. Assign incidents to the relevant support teams within the company as well as outside support teams on time and follow up with them to solve within the agreed service levels. Identify priorities and follow up with Service Desk Executives, Service Desk Engineers and IT Services Manager and other relevant parties. Proactively carry out scheduled and random checks to identify incidents and requests which are not solved, not approved and send reminders to the respective owners to complete the full life cycle of those incidents and requests. Handle user system support queries in an efficient manner. Manage incidents reported through the IT Service Management Tool efficiently. Be a super user for the assigned systems and functional areas.

SriLankan Airlines is the national carrier of Sri Lanka and a member of the Oneworld alliance. It provides passenger and cargo services to destinations in Europe, the Middle East, South Asia, Southeast Asia, and the Far East.