Job Description:
Operational Stability Strategy
- Support in planning and executing regional IT Infrastructure strategy and aligned with company strategy.
- Define and standardize operational processes and procedures to enhance service level agreement achievement.
- Collaborate with process owner to define, document, and standardize operational workflows, processes and procedures.
- Identify opportunities for optimization and efficiency gains in current workflows.
- Implement continuous improvement strategies and align operational practices with standards and best practices.
- Establish key performance indicators (KPIs) to measure operation process effectiveness and efficiency.
- Drive initiatives aimed at reducing operational costs while improving service delivery.
Operational Stability Development
- Conduct regular assessments and audits of operational processes to identify areas for improvement.
- Monitor and report progress of improvement initiatives to management.
- Develop and implement operation stabilization strategies to mitigate operational risks and ensure resilience during disruptions.
- Integrate Products into services for Continuous Service Improvement to address the business requirements.
Operational Stability
Incident/Problem Management
- Participate in major incidents/high priority incidents and assist in incident classification, impact assessment, overseeing incident progress and way of solution.
- Monitor the incident progress and if require steer the partner for way of solution.
- Coordinate all resources to resolve incidents efficiently and ensure IT infrastructure resilience during disruptions.
- Contribute to post-incident reviews and root cause analysis and ensuring that the support team performs the relevant action item to drive continuous improvement.
- Develop and maintain documentation, policies, and procedures for operation stabilization.
- Handle escalations related to the incident and report to management.
Change Management
- Review upcoming changes across various towers (datacenter, workplace, network and others) and ensure that the changes are reviewed and approved as per the process.
- Review change requirements and facilitate necessary approval. (Services change requirement in term of technical service design change or financial relate change.)
Reporting and Continuous improvement
- Communicate of global IT infrastructure and operations strategies and directions to service managers including feedback or specific requirements provided by the APAC locations.
- Assist in request handling to harmonize and integrate IT infrastructure and operations tasks globally and interface to internal contact persons to follow upon request.
- Report and collaborate with various stakeholders and governance teams for Service Management topics.
Cross-Functional Collaboration and Communication
- Liaise with cross-functional personnel at corporate, regional and in-country levels.
- Collaborate with various teams (e.g. Architecture team, Data Center Operations, Service Delivery, Project Management, product owner, service provider, customers and other stakeholders) to ensure alignment between operational stability topics and fulfil the operational expectation of the customers.
Qualification:
- Bachelor's degree in information technology
- 5-10 years of experience in process improvement, business analysis, or operational excellence
- Excellent analytical and problem-solving skills
- Strong project management and leadership capabilities
- Certifications in process improvement methodologies and ServiceNow are a plus.
- Good understanding of digital infrastructure and architecture, integration and underlying technological concepts, business drivers and emerging trends
- Outstanding negotiation skills, with the ability to build and maintain relationships with key stakeholders.
- Strong presentation and facilitate skills.
- Strong analytic skill and work effectively under stress
- Proven ability to work in cross-functional teams and drive results.
- Ability to efficiently prioritize and multi-task.
To apply please click the Apply button or send us your updated profile to [email protected]
EA Licence No.:18S9405 / EA Reg. No.:R1330864
Percept Solutions is undergoing a growth phase and are on the lookout for talent. Applicants are encouraged to follow Percept Solutions on LinkedIn @ https://www.linkedin.com/company/percept-solutions/ to stay up to date on our upcoming roles and events.
