IT Support Manager
3 weeks ago
Job Title: Service Manager
Job Purpose and Primary Objectives:
- Manage overall IT operations and support.
Key Responsibilities:
- Accountable for all incidents in the production environment (including major incidents) and alerts monitoring, ensuring end-to-end ownership and accountability throughout the life of the incident in coordination with the team.
- Driving investigations to identify the root cause of problems, mitigating actions, and service improvement initiatives.
- Engagement with application/Infrastructure/3rd party supports teams to ensure all problems have been addressed and progressed.
- Send regular/periodic communication on major/high-priority incidents to the senior management team.
- Should have working experience into Jira extensively.
- Should be a good Scrum Master
- Owning the Ops Bridge/Command Centre teams and ensure there are no operational issues and escalations
- Accountable and responsible for resolving the service desk or escalations.
- Acting as an escalation manager to expedite incident resolution & consult with Executive Leadership for decision guidance, as necessary.
- Excellent analytical and trend analysis skills.
- Understanding of service design and service transition processes.
- Produce and publishing daily, weekly and monthly incident/problem reports & metrics based on the requirement.
- Continually improve service quality & process to ensure customer service levels are met.
- Expected to work with offshore teams in managing day-to-day operations.
Key Skills/Knowledge:
- Knowledge of Docker and Kubernetes, API design and development.
- Knowledge and understanding of products like Apigee and Cloud environments such as GCP/AWS etc.
- Proven experience in IT in a large corporate environment.
- In-depth working knowledge of service management processes (Incident, Problem and Change Management).
- IT skills to understand and articulate infrastructure and application problems to stakeholders as appropriate.
- Certified in ITIL (Foundation) - V3/4.
- Excellent interpersonal, Negotiating, client-facing, communication, assertive, and team-leading/team-member skills.
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