Assess and document current-state production support, incident management, problem management, and KTLO (Keep The Lights On) processes across the Murex landscape.
Analyze support workflows, ticket trends, service levels, operational controls, and handoff points to identify inefficiencies and improvement opportunities.
Facilitate workshops with support teams, operations, business users, and technology stakeholders to gather requirements and understand operational pain points.
Define and document target-state support processes, support models, escalation paths, SLAs, and build-to-run transition requirements.
Evaluate alignment of support processes with ITSM best practices and recommend improvements to service delivery, governance, and operational resilience.
Support the development of operational KPIs, reporting frameworks, and continuous improvement recommendations for Murex support and sustainment functions.
