IT Operations Executive

4 days ago

Singapore KUMON ASIA & OCEANIA PTE LTD Full time

**Job Purpose**:
IT Operation Executive (Regional) to
- Assume accountability;
- The day to day operational support of Kumon Asia & Oceania offices;
- Management of end users and 3rd party suppliers/vendors, in supporting ICT project delivery;
- Manage the co-ordination work of in-house teams supporting business as usual ICT services.

**Responsibilities**:
Key IT Service Management Responsibilities:

- Ensuring that ITIL best practice processes for in-house and 3rd party suppliers are effective and relevant
- Incident Management - customers have minimum service interruption and effective support
- Problem management - Effective root cause analysis and elimination of recurring or multiple incidents, with timely workarounds in place when necessary
- Service Request Management - Deal with various ICT related request such as data request, event or regional meeting facilitation support
- Availability Management - Maintenance windows agreed with the business, key services remain available when required
- Security Management - Monitor security and take appropriate action for user. Propose necessary actions to enhance security measures to the team
- Service Level Management - Suppliers fulfil their contracted SLA requirements and in-house teams support the agreed IT services
- Promote effective use of Operational tools (in house or could based)
- Maintain operation manuals/knowledge base for business continuity on intranet (& other) platforms
- Execute delegated ICT operational, governance and procurement activities
- Support companywide yearly events and adhoc user support

**Requirements**:

- Diploma/Bachelor degree in any discipline
- Minimum 3 years of customer support experience in Operations, Information Systems, Security and/or Infrastructure and, with at least One year in regional capacity
- Ability to manage technically diverse teams to deliver agreed outcomes.
- Experience in building strong working relationships with a variety of stakeholders including external parties
- Good SQL experience in Microsoft SQL Server & MySQL DB is necessary
- Positive can-do attitude and consider flexibility of approach
- Mindset to challenge and change current operation
- Excellent communication and negotiation skills
- Good spoken and written English
- Good interest for education industry

**Preferred Technical Skills**:
Knowledge in ITIL based operation support
- Basic knowledge or exposure to
- Microsoft Windows Server, Active Directory
- Microsoft Azure Cloud environment
- Microsoft Office365 Administration
- Zoho creator

**Relationships**:
Post-holder communicates with following stakeholder to build efficient ICT operations and stable service delivery:

- ICT PICs in the respective countries - liaise with respective country’s ICT PICs assigned to support end users in ICT Operations
- Other regional departments - liaise with other regional departments (such as PR. HR, Finance, Business departments) to discuss problem and improvements
- Third party vendor - Manage and lead third party vendors who develop and maintain some of the Company’s systems

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