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
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 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 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
Willing to work shifts - 12-hr shift including PH and Weekends
