Operations Management:
- Manage support engineers (internal, subcontractors or third-party maintainers)
- Ensures adequate communication with customer and internal stakeholders through meetings and reporting
- Proposes improvements to maintenance strategy throughout the life of the contract
- Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
- Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
- Prepares and presents Weekly Reports to customer
- Able to work in a shift based on Roster
Job Responsibilities
Operations Management:
- Manage support engineers (internal, subcontractors or third-party maintainers)
- Ensures adequate communication with customer and internal stakeholders through meetings and reporting
- Proposes improvements to maintenance strategy throughout the life of the contract
- Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
- Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
- Prepares and presents Weekly Reports to customer
- Able to work in a shift based on Roster
Incident Management
- Drive all major incidents to resolution as quickly as possibleManages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)
- Ensures adequate communication with customer and internal stakeholders through meetings and reporting
- Proposes improvements to maintenance strategy throughout the life of the contract
- Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
- Understands technical specification and client requirements, and solution architecture
- Defines strategy and manages maintenance activities for simple solutions
- Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
- Prepares and communicates Supports Activities Reports
- Presents results to customer
- Ensure that incidents meet the Service Level Agreement (SLA)
- Provide coordination across all support teams to ensure timely resolution of incidents
- Escalate all process breakdown related cases causing either a delay in resolution or an actual SLA breach
- Participate in regular incident meetings to review open incidents and drive timely closure
- Prepare periodic service reports for stakeholders
- Perform analysis to identify incident trends
- Review incidents to ensure that they documented correctly in the Incident report as per the Incident Management process
- Track and report all Incident Management related KPIs
- Perform post incident review for major incidents to capture lessons learned and ensure closure of improvement plans
Problem Management
- Run root cause analysis meetings to identify root cause, lesson learnt, and preventive actions
- Work with various support teams to drive problem tickets to closure
- Track follow up actions ensuring timely closure of problem tickets
- Perform analysis to identify and register problem tickets
- Gatekeeper of all known errors
- Track and report all problem management related KPIs
Requirements
- Bachelor's degree in Business, Computer Science, or related discipline required
- 5-7 years managing complex IT PMO or Project Managers or Proram Manager experience is preferred
- Experience in Application support, Infrastructure (Desktop,Storage, Network, Windows, Linux, etc), Web/Application/Middleware services on shifting office locations
- Good understanding of banking landscape is a plus
- Strong communication skills and able to articulate complex matters in concise manner
- Good inter-personal skills with the ability to manage customers well
- Strong analytical skills and able to deal with complex technical and process subject matters
- Self-motivated and able to work independently
- ITIL certification is a must
