Job scopes
- Ensure smooth 24×7 running of the operations
- Plan, coordinate, and support operations related activities
- Overseeing and/or resolving all onsite operational incidents and major issues including any change management.
- Maintain, review and update all policies, SOPs and Emergency Operating Procedures
- Implement service improvement programs
- Lead Incident and Change Management to minimize impact to customer services
- Generate and provide periodic reports to management review and meetings
- Review and implement Operations base on ITIL and industry best practices
- Perform Alert Monitoring triggered from the monitoring system
- Perform first level troubleshooting and resolution based on predefined troubleshooting guide provided.
- Perform incident escalation. Ensure incidents are responded and attended to. To triage and redirect tickets for 2nd or 3rd Level resolution base on criticality, impact and customer Service Level Agreement (SLA).
- Creation of Incident details using ticketing system provided.
- Creation of Service Request, Change Request, Problem Request using ticketing system provided
- Liaise with users/customers on project related operational matters
- Provide support for Audit
- Any other duties or projects as assigned by the Management
Job requirement
- Degree in Computer Science or similar
- At least 2 years’ related experience in ServiceNow Dashboard, Dynatrace Dashboard, AWS CloudWatch Dashboard, Data Centre Operations Support, ITIL methodologies
- Must have ITIL V3/V4 Foundation Certification
- Possess initiative with positive working attitudes and customer services oriented
- Independent and goal-oriented
- Confident and comfortable engaging customers to deliver an elevated experience.
- Initiates completion of tasks or activities without necessary supervision
- Flexible availability – including nights, weekends, and holidays.
- Able to work on shifts: With 2 shift timings 7am – 3pm and 3pm to 11pm
Thank you for your interest!
We respect your privacy and all communication will be treated with confidentiality. If you wish to know more about this position or explore other roles, please prepare your updated profile and get in touch with our consultant at [email protected]
Cristina Malabuyoc Malijan EA License No. 02C3423 Personnel Registration No. R1111547
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