Responsibilities:
- Decision maker during critical issues, impacting Business (example- restart server/instance, rollback of change, etc).
- Clear and Concise communication skills on operational issues, activities, and enhancements to keep Business well informed. This prevents heavy incidents flow, user complaints and dissatisfaction from customers.
- Works closely with APAC Change manager and Release manager as Gatekeepers for operational planned/emergency activities to have a control on impact to Business. Leads major critical issues resolution covering APAC business hours.
- Ensuring all new apps / services go through release management and escalation process (Move to cloud and move to run from Service Management perspective)
- Follow through of long running issues in the form of taskforce - for issues not necessarily causing huge business impact ( requiring a crisis call) but pain areas causing inconvenience to users
- IT and End User Communications - Updates IT stakeholders (executive summary) for all mission critical issues ensuring communications are standardize and details are accurate
Requirement:
- Proven experience of working with the ITIL Service Lifecycles in an ITIL based Service Management environment
- Self-motivation, flexibility, initiative, autonomy, and integrity are required.
- Ability to effectively prioritize and execute tasks in a high-pressure, fast-paced environment.
- Experience working in a team-oriented, collaborative environment over long periods of time.
- Superior written and oral communication skills evidenced by the ability to communicate across all levels of an organization.
- Experience of chairing or facilitating meetings with stakeholders, such as supplier or stakeholder review meetings
- Experience of communicating complex technical issues and sensitive information to business users, senior stakeholders, partners, and the wider user community
- Experience of working in a multi-partners and multi-cultural environment would be advantageous.
- The candidate must have experience of different Cloud support model
- Preferably, knowing AWS cloud
- ServiceNow
- Dynatrace monitoring and PagerDuty knowledge is a plus
- Degree in IT Background
- ITIL Essential Foundation V4 or equivalent experience
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.
