Manager - Command Centre (Central Infra Services)

7 days ago

Singapore Synapxe Full time

Overview
Position: Manager - Command Centre (Central Infra Services) at Synapxe. The Command Centre Manager role works with various contractors and stakeholders for the operations and delivery of Command Centre Operations management services and provides expertise in process standardisation across services. Provides coordination among infrastructures and services, and serves as the single point of contact for leading incident management.
Role & Responsibilities
Takes ownership of the day-to-day operation and is accountable for the Command Centre Operations
Works with appointed contractors that may be resided locally and overseas in meeting the service level agreement (SLA) and the business requirements
Manages the team in operating and supporting the Command Centre Operations 24x7, including Saturdays, Sundays and Public Holidays
Identifies potential areas of improvement proactively and proposes improved ways of working for the Command Centre team
Provides timely and effective reports to stakeholders and manages escalations when needed
Manages operational processes and governance, and keeps the documentation up-to-date, including the Standard Operating Procedure (SOP), operation checklists, escalation matrix and contact list
Requirements
At least EIGHT (8) years of IT experience
At least THREE (3) years in vendor management and outsourcing management
At least THREE (3) years in leading a Command Centre team of at least 10 staff
At least THREE (3) years of Incident Management experience
Minimally ITIL v3 Foundation Certification
Be comfortable working in a fast paced and demanding environment, agile in adapting to new changes and excellence at prioritising tasks
Have strong stakeholder engagement and vendor management skills with previous experiences in project management; command centre/call centre management will be desirable
Have experience in coaching team leaders in the management of the Command Centre team
Apply Now
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