Offers “Atos”

Expires soon Atos

MY-IDM-SMC-IM-DSB-GCM3

  • Kuala Lumpur, MALAYSIA

Job description



About Atos

Atos is a global leader in digital transformation with over 110,000 employees in 73 countries and annual revenue of over € 11 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.

The purpose of Atos is to help design the future of the information technology space. Its expertise and services support the development of knowledge, education as well as multicultural and pluralistic approaches to research that contribute to scientific and technological excellence. Across the world, the group enables its customers, employees and collaborators, and members of societies at large to live, work and develop sustainably and confidently in the information technology space.

- Manage the lifecycle of all Incident tickets including their logging, documentation and classification

- Escalate or route to the appropriate n-level resolver group for incidents not solved at 1st level

- Manage High Priority Incidents (only P1 and P2) and participate in Major Incident call if required

- Collaborate with n-level resolver teams to monitor and status update

- to actively drive all elements of delivery of service across MS to Atos’ customers;

- To continuously improve service;

- To achieve customer loyalty, innovation and satisfaction;

- To transform customer environments;

- To increase delivery efficiency;

- To enable growth and deliver business value;

- Be accountable and responsible  for the implementation and improvement of standard service management processes.

- Be accountable and responsible for governance and management  of standard service management processes while the Global Factory is responsible for execution. 

- Be accountable and responsible for the performance of the agreed SM processes to defined global KPIs and local customer SLAs.

- Own the Atos Service Management Model.

- Work with SDM and TSM to ensure service management processes deliver to customer requirements.

- Develop a strategy for offshore Service Management process delivery to ensure optimized delivery model.

- Support growth by providing Service Management process sales collateral and cost models to bid teams.

- Be a critical part of transition and transformation in achieving overall goals of new deals.

- Collaborate with the SMTS to ensure tools support service management processes to drive optimization and automation.

- Manage the lifecycle of all Incident tickets including their logging, documentation and classification

- Escalate or route to the appropriate n-level resolver group for incidents not solved at 1st level

- Manage High Priority Incidents (only P1 and P2) and participate in Major Incident call if required

- Collaborate with n-level resolver teams to monitor and status update

- to actively drive all elements of delivery of service across MS to Atos’ customers;

- To continuously improve service;

- To achieve customer loyalty, innovation and satisfaction;

- To transform customer environments;

- To increase delivery efficiency;

- To enable growth and deliver business value;

- Be accountable and responsible  for the implementation and improvement of standard service management processes.

- Be accountable and responsible for governance and management  of standard service management processes while the Global Factory is responsible for execution. 

- Be accountable and responsible for the performance of the agreed SM processes to defined global KPIs and local customer SLAs.

- Own the Atos Service Management Model.

- Work with SDM and TSM to ensure service management processes deliver to customer requirements.

- Develop a strategy for offshore Service Management process delivery to ensure optimized delivery model.

- Support growth by providing Service Management process sales collateral and cost models to bid teams.

- Be a critical part of transition and transformation in achieving overall goals of new deals.

- Collaborate with the SMTS to ensure tools support service management processes to drive optimization and automation.

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.