Service Ops Specialist

2 weeks ago


Singapore SYNAPXE PTE. LTD. Full time

Overall Summary:

"The Service Operations Specialist is responsible to maintain high levels of service and ensuring all IT operations activities are performed. He/She is responsible to drive both internal and external teams to ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance.


He/She posseses strong analytical skills in the completion of service operations related activities and is responsible for tracking and analyzing important reports covering service performance metrics and operations activities.

"

Roles and Responsibilities:

  • Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes
  • Track and ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance
  • Troubleshoot and resolve service health issues and gathering relevant parties to resolve impediments impacting service performance
  • Ensure all operational support material is complete and all process comply within internal security and technology standards
  • Organise system activities including planned maintenance events, system backup processes and disaster recovery drills
  • Prepare and deliver status updates / report to management
  • L1.5 support
  • Provide guidance to the team to ensure the best support possible for systems availability
  • Log and track problem tickets relating to S1/S2 or high impact issues
  • Support and assist in high severity incidents and drive problem management meetings
  • Collaborate with multiple internal teams across disparate groups to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution
  • Manage high severity incident communications such incident broadcast communication to all stakeholders and provide regular updates to management until incident closure
  • Manage the incident and problem management process to ensure all preventive measures and problem resolution are recorded in the Known Error Database (KEDB)
  • Implement Response and Recovery Plans and activities relating improvements to service recovery
  • Maintain processes, templates and SOP, website and information related to incident and problem management
  • Assist senior leaders in disaster recovery planning and activities

Qualification/ Requirements:

  • Bachelor's degree in computer science or other highly technical, scientific discipline
  • 35 years of Technical / Application Support experience
  • Proven experience of working efficiently in a cross functional team
  • Able to commit on 24/7 Standby and go on site when required
  • ITIL v3/v4 certification and strong service oriented experience / background will be preferred

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