Apac Support Lead

2 weeks ago

Singapore BMS ASIA RISK SOLUTIONS PTE. LTD. Full time

**Position Overview:
**Core Responsibilities**
- Be part of and help build out / enhance the BMS “Follow the Sun” support function alongside the third-party managed service desk and UK-based team.
- Strive for, and champion best practice with a focus on excellence and continuous improvement.
- Provide assistance / escalation of IT Service Desk matters, when needed.
- Function as an incident / problem manager where required.
- Thrives in a collaborative global environment, with excellent stakeholder management and relationship building skills.
- Feel comfortable providing metrics and reports to IT management on a regular and as needed basis, and on an established frequency, driving transparency and clarity.
- Developing effective matrix relationships with other IT and business support functions (e.g., Application Support, Information Security, Architecture, Development and Test & Change Teams, etc.) to ensure holistic understanding of pipeline of work and associated support requirements.
- Develop vendor relationships, take ownership of communications to business areas, and work with partners / colleagues across Incident, Major Incident, Request and Problem Management to identify how to drive down ticket volumes and improve service.

**Other Responsibilities
- Adhere to company and regulatory policies, procedures together with mandatory training requirements.
- Active input to and participation in developing the IT Service Improvement Plan.
- Identification and mitigation of IT risks that result in Business impact.
- Proactive coordination / triage of technical resources - direct, internal & external support / field service engineers and 3rd party outsource partners to resolve issues for business stakeholders.
- Ensure appropriate monitoring and resolution of incidents, with a willingness to take the lead when required.
- Adhere to policies and procedures of the BMS Group IT Change Control process.
- Assist in working with vendors for the network, telephony, mobile communications systems support & procurement for the APAC region, including Purchase orders and invoice approval.
- Assist in procurement computer hardware, computer software, networking, and communication links that are aligned with BMS Group standards.
- Support IT activities relating to new offices / office moves in the APAC region.

**Minimum Requirements**:

- Degree from a four or 2 year college or university or equivalent, preferably Information Technology related.
- Experience in financial services / insurance Sector.
- Experience supporting Cloud environments.
- Experience in using ITSM tools in the support environment
- Strong problem management / organizational skills with ability to meet deadlines.
- Strong troubleshooting, problem solving and analytical skills.
- Strong organisational skills.
- Ability and willingness to tenaciously work on, and ensure appropriate levels of resolution, to any on-going issues.
- Ability to communicate clearly and effectively (both written and verbal).
- Ability and willingness to travel.

**Desirable Requirements**:

- Experience using an ITIL framework.
- Experience supporting Azure IaaS, PaaS & SaaS environments.
- Knowledge of ServiceNow, our ITSM platform.
- Knowledge of Agile software delivery lifecycle within Azure (DevOps).

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