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Location

Malaysia | India

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Job description

Job Description:
• Responsible for the overall operation and management of team.
• Define and execute ITSM processes (service request, incident management, problem management and change management ) per ITIL standard.
• Supervise and manage the overall service quality of team.
• Monitoring various KPIs to ensure healthy operation.
• Drive P1 / P2 issue resolution, Drive aging issue resolution.
• Drive Change/new requirements solution / plan / resources / delivery.
• Apps on-boarding, transition management and Knowledge base setup.
• Continuous service improvement and provide customers reasonable improvement plan and execute it.
• SPOC to business and IT teams, cross teams/vendors coordination.
• To complete other tasks assigned by management team and customers.
• To ensure resource utilization / pyramid and profit improvement.

Qualification:
• 10+ years working experience in IT industry as Service Delivery Manager / PM / Scrum Master.
• Familiar with application support process / concepts.
• Be able to convert business requirement into technical requirements.
• Understand how to drive small to middle application development in complex IT environments and processes.
• Excellent problem-solving capability.
• Has knowledge on Java, SQL, Linux / Unix, Cloud, BI / Data, Testing.
• Strong customer facing experience and be able to manage customer expectations.
• Proven capability on leading a distributed team to deliver on quality service.
• Result oriented and can work under pressure.

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Job tags

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Salary