Service Lead

3 days ago

Singapore KRIS INFOTECH PTE. LTD. Full time

Performing all run activities in respect of CA-CIB process, ensuring:

- The team respects the SLA (changes, incidents, requests)
- Appropriate reaction, in line with the severity of an incident or escalation.
- ITS ITIL process is dully followed (change, incident, problem management).
- Handling escalation on actions from Production Engineers Level 3 (incident, request, change)
- Escalates to management if needed
- Check if Knowledge was shared within the team and perform filed sessions.
- Enable coordination with other team (AS, Infra, Network, Build.)
- Create PSS post major incident and when improvement topic requires it
- Continuous improvement of service provided by Production Engineer L2 / L3
- Enable and encourage Improvement spirit within the team by being a role model on that topics
- Ensure the team has proper time slots to make the ongoing improvement
- Promote automation / Innovation
- Managing knowledge in coordination with AS community in Paris and London
- Proactively liaise with third party teams to bring trainings, documents, sharing session with ‘his’ own team.
- Controls that Knowledge database is regularly updated
- Driving the most complex operations & ensures they are well prepared by Production Engineers (involvement on DRP test, WIP, major incidents etc ).
- Act as global coordinator during DRP / WIP / main events.
- Review of major releases roadmaps with the team
- Ensure post checks are documented, performed and report is shared

By delegation from the Service manager:

- Recurrent incident
- Respect of SLA
- Reports / Documentations are built with high quality
- Role model in term of mindset: CI and proactive enhancement
- Proposes initiatives to improve efficiency of production Engineer L2 and ensure a continuous ‘up skilling’ of L2
- Respect priorities and short/long term tasks given by Service Manager
- Regular feedback with Service Manager are key role

Soft Skills:

- Strong leadership abilities with ability to do efficient multitasking
- Clear Verbal and writing Communication skills at multiple levels in an international context and should be able to follow organization process
- Client Oriented with Strong Relationship management.
- Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.)
- Coordination and decision taking capabilities during crisis situations.
- Ability to work under pressure

**Experience**:

- Infrastructure or Application support hands on experience of 4-6 years’ mandatory
- Understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, scheduler, MQ, Ctrlm)
- Technologies and/or Applications background with ability to grasp impact and interdependencies

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