Lead Service Operations

5 days ago

Singapore beBeeService Full time $100,000 - $120,000
Job Summary

We are seeking a skilled Service Operations Manager to lead our team in delivering high-quality services. As a key member of our operations team, you will be responsible for overseeing the day-to-day activities of the service delivery team, ensuring that all tasks are completed efficiently and effectively.

Key Responsibilities:

  • Servicedesk Management: Ensure the team respects SLA (changes, incidents, requests) and adheres to ITIL processes.
  • Escalation Handling: Handle escalations from Production Engineers Level 3 and coordinate with other teams (AS, Infra, Network, Build).
  • Process Improvement: Drive continuous improvement of service provided by Production Engineer L2/L3 and promote automation/innovation.
  • Knowledge Management: Manage knowledge in coordination with Application Services community in Paris and London.
  • Training and Development: Train Production Engineers on transferred activities and proactively liaise with third-party teams for trainings and document sharing.
  • Event Coordination: Coordinate complex operations, ensuring they are well prepared by Production Engineers, and act as a global coordinator during DRP/WIP/main events.

Delegated Responsibilities:

  • Quality Control: Control quality of RUN activities for all applications of your Business Line Recurrent incident.
  • Prioritization: Respect priorities and short/long-term tasks given by Service Manager.
  • Feedback: Regular feedback with Service Manager.

Requirements:

  • Leadership Skills: Strong leadership abilities with efficient multitasking.
  • Communication Skills: Clear verbal and writing communication skills at multiple levels in an international context.
  • Customer Orientation: Client-oriented with strong relationship management.
  • Interpersonal Skills: Ability to work simultaneously with different profiles.
  • Crisis Management: Coordination and decision-taking capabilities during crisis situations.

Experience:

  • Infrastructure or Application Support Experience: Infrastructure or Application support hands-on experience of 4-6 years' mandatory.
  • IT Literacy: IT literacy: Knowledge of IT ecosystem & operations background with experience in IT for Capital Market and Corporate Banking.
  • Technology Familiarity: Understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, scheduler, MQ, Ctrlm).

Working Hours and Shift Organization:

  • Shift Timings: Service Lead is expected to work in shifted time to be able to be onsite at the time its clients (in Paris generally) are working. Expected timings would be 2pm to 11pm Sgp time.
  • Major Events: Service Lead will be required to coordinate major events (DRP or other) on site during weekends.

Legal and Regulatory Responsibilities:

  • Compliance: Comply with all applicable legal, regulatory and internal Compliance requirements.
  • Knowledge Maintenance: Maintain appropriate knowledge to ensure to be fully qualified to undertake the role.

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