This role is focused on handling the entire project operations from end to end, including incident and problem management for Software based complex projects servicing clients on-site. It is an exciting role which will hone leadership and stakeholder management skillsets.
Key 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 (Need to be 12 hrs shift onsite)
Incident Management:
- Drive all major incidents to resolution as quickly as possible
- Manages 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 crisismanagement 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
- Ensure that incidents meet the Service Level Agreement (SLA)
- Provide coordination across all support teams to ensure timely resolution of incidents
- 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
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
Key Requirements
- Bachelor's degree in business, Computer Science, or related discipline required
- 5-7 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred
- Experience in Application support (Java based), Infrastructure (Storage, Network, Windows, Linux, etc), Web/Application/Middleware services
- Good understanding of government 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
EA License No: 11C5502
Registration No: R25129846
