1.Act as Escalation point for incidentsresolution. Ensuring Business / Customer updates are timely and of sufficientquality, arranging discussions and updates as required.
2.Act as Escalation point for Servicerequest resolution. Ensuring Business / Customer updates are timely and ofsufficient quality, arranging discussions and updates as required.
3.Ensure that all modes of communicationare effectively used throughout the Major incident life cycle.
4.Build and Develop relationships fromboth a customer and technical point of view, driving global interaction withstakeholders and partners
5.Help business understand how to adjustto anticipated technology or product changes
6.Effective Monitor, control and supportservice delivery ensure system methodologies and procedures are followed.
7.Review and analyze all planned changes,to mitigate any potential impact to business services.
8.Review change impact and "pushback" when risk levels exceed
9.Participated in Change Advisory Boards(CAB)
10.Provide support and input for CSIPContinuous Improvement plan) and Service Transition activity
11.Timesheetto be completed, as per agreed timeline.
IT Support and Maintenance Management
12.Ensure all incidentsgenerated problems are managed and resolved within predefined SLAs
13.Continuous review and improveoperations process to avoid potential incidents
14.Arrange regular preventivemaintenance to mitigate know operation issues
Educationalrequirement and qualifications
University degree in Information Technology or related fields
ITILV3 Certification in Service Management
More than 5 years of working experience in IT withover 3 years working in IT Service Management
Extensive experience in IT Production Control
Solid experience in Quality Management, including metrics capture anddashboard reporting
Solid Experience in working with off-shoreservice providers to deliver significant portion of daily work from India,Malaysia, Singapore, Philippines and China
Skills and Attributes
Good Communication and Interpersonal Skills
Willing and able to work long hours and on-call forhigh severity Incident escalation
Fluent in English and Cantonese is a must
Fluent in Mandarinis an added advantage
What We Offer
We offer excellent career prospects and attractive remuneration package to the right candidates.