Global Operations Manager

This position is a Global Operations role within the Service Management Office (SMO) & Digital Command Center (DCC) organization that will oversee the following areas in Service Operations: Change Management, Incident Management, Problem Management, Major Incident Management, Continuous Service Improvement, Event Management, ITSM projects and Operational Service Metrics.

This role reports into the Senior Manager, Digital Command Center (DCC).

**RESPONSIBILITIES/PRINCIPAL DUTIES (Essential Functions)**
- Subject matter expert and champion for the Change Management, Configuration Management, Problem Management and Incident Management processes in the ASPAC Region.
- Partner with the global Change Management, Configuration Management, Incident Management and Problem Management Teams to drive best practices, global alignment with documented processes, and define and monitor benchmarks to improve supported services.
- Incident & Problem Management
- Drive collaboration efforts with the ASPAC leadership to assist in projects and follow up on reliability issues, pain points.
- Identify, deliver, and measure process optimization opportunities in ASPAC. Partner and collaborate with global process leads to ensure the ASPAC region is prepared for new and modification to key processes (operational readiness).
- Coordinate with the JJT Tools team for DCC Monitoring (Moogsoft, LM). Be the point of contact for testing and work with the teams on automation efforts for DCC.
- Be the SME for major Priority 1 outages by driving calls, escalations and notifications to all senior and executive stakeholders across the firm.
- Daily governance of PRB ticket data quality. Oversee the process around PRB review and closure.
- Work closely with support teams to follow up on PRB related items and Conduct post Incident review meetings for ASPAC high priority Problems.
- Drive continual service improvement in the region leveraging operational metrics..
- Partner and collaboration with teams and business partners to foster a positive attitude towards maintaining the integrity of all ITIL processes. Facilitate regular training and open sessions within the region to ensure process knowledge and awareness.
- Manage relationships with senior global business and technology management as well as other team members.
- Proactively identify opportunities for service improvements; directly address and eradicate unacceptable levels of service for our customers and ourselves.
- Maintain industry best practice framework, process, and tool knowledge
- Interact with other teams in other sectors to help drive outages and service improvements.
- Coordinate and perform initial evaluation of platform enhancements requested by the region and engage with process owner for feasibility and assessment.
- Change Management
- Daily governance of change ticket quality and approval group mapping.
- Identification and reporting of changes that induce incidents.
- CMDB
- Proactively identify data quality issues impacting region specific Configuration Items, Groups (People) and Locations that may be highlighted via Incident, Problem, Change Processes.

**Qualifications** EDUCATION REQUIREMENTS**
- Bachelor’s degree or equivalent experience
- ITILv3/4 Foundations certification is prefered

**EXPERIENCE REQUIREMENTS**
- At least 8 years of strong Operational and Technical experience with focus on Service Operations, preferably in a global infrastructure enterprise.
- Strong interpersonal & relationship skills, ability to develop others, and general leadership qualities with an eye towards continuous improvement and adding value to the business.
- Strong planning, organizational, and leadership skills, including the ability to mobilize and motivate teams, set direction and approach, resolve conflict, deliver tough messages with grace, and execute with limited information and ambiguity.
- Strong understanding of cloud based ITSM/ITIL tools.
- Strong experience on wide range of IT infrastructure - Server (Windows, Linux, and HP-Unix, VMWare etc.), Network (Cisco, LAN, WAN, MPLS etc.), Storage (HP/EMC, Hitachi etc.), Database (SQL, Oracle, Sybase) and SAP technologies.
- Demonstrate an ability to operate in ambiguous situations and provide advice to support complex cross functional issues and challenging deliverables.
- Ability to inspire confidence, influence others, and communicate effectively to senior technology leadership.
- In-depth understanding of Priority Matrix, Service Level Agreements, and Support matrixes and demonstrate commitment to Service Management (ITIL) disciplines (Service Desk, Incident Management, Problem Management, Change Management, Event Management, Continuous Service Improvement)
- Excellent written/verbal communication skills.
- Able to communicate technical terms into business term language for better clarity for the wider audience.

Other duties assigned by Senior Management, as and when required.

**Primary Location**
Singapore-Singapore-