Customer relationship role:
Manages client relationship regarding GBIS production environment
Makes sure partners and technical skill teams are in line with SG processes. Identification of process issues or improvements: implementation of corrective actions and/or escalation to the GTS process owner
Accountable of Prost Mortems communication to partners
Reports on GBIS Quality of Production to his DSI partners (ITEC): SSM consolidates, prepares and animates the "cold" client reporting on its client application domain (incident, problems, GTS recommendations, specific events)
Accountability for client critical business events (Example Expiry, ARM, Moratorium due to market conditions,... )
Involved in identification of Major incidents responsibility between different departments
Consolidates customer demand in terms of service commitment
Sets up task forces to resolve and understand complex issues impacting production.
Takes over Major incidents follow up from Incident Managers team via PIM meetings. Ensures Major incidents follow up with infrastructure and application teams
Accountable of Prost Mortems: final review, validation
SSM is accountable of Problems related to GTS Incidents impacting GBIS partner
Challenges and follows up the action plans identified in GTS problems
Reporting and escalation to ITEC partner of GTS recommendations
Is involved on GTS quality of services optimization initiatives (Securiprod in particular).
Centralize functional and infrastructure details related to critical applications
Service Continuity Management (technical assessment & test follow-up as DR tests, Split Op tests)
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