Roles and Responsibilities:
- Liaison between users and key service providers/vendors to ensure quality service delivery, performance and service levels are met as defined in the service contracts while driving initiatives for continuous service improvements
- Support the team in running the day-to-day IT Operation tasks and assignments which includes billing, procurement, budget, and reporting matters.
- Involve in relevant projects and tools implementation for service improvement and improving IT capabilities.
- Assist in preparing data analysis and management reporting. Use and enhance current in-house tool built using Power BI solution to provide real time visibility.
- Prepare and monitor IT operations metrics, assist in managing IT service desk to ensure SLAs are met.
- Assist in operational meetings and business reviews with business users on service delivery.
- Involve in IT Security, Audit and Risk matters where necessary.
- Documentation and review of current IT processes and policies as needed
Background and Experience required
- Minimum 2-5 years of experience in IT Operations and Service Delivery Management, preferably in Financial Industry using ITIL Processes and Best Practices.
- Knowledge of ITIL Processes (Service Management, Change Management, Incident Management, etc.) and industry best practices.
- Experience in managing external IT service providers and vendors.
- Good knowledge and experience in following IT Technologies are preferred (such as M365, AWS Cloud, Network, Database, Applications, DevSecOps) and keen to learn & improve further.
- Experience with JIRA, ServiceNow and ITSM / ITIL tools would be an advantage.
- Proficient with Microsoft 365 including Excel, PowerPoint, Power BI etc.
- Ability to work independently, self-starter and perform multiple tasks simultaneously.
- Keen interesting in learning and improving technology skill sets and exposure to projects.
- Good communication skills, responsible and pragmatic problem solver.
