Service Manager
7 days ago
**Location**
Singapore, Central Singapore
**Job Type**
**Salary**
$7,000 - $13,000 Per Month
**Date Posted**
18 minutes ago
Additional Details
**Job ID**
15878
**Job Views**
1
**Job Description**:
Roles & Responsibilities
- **
Performing all run activities in respect of Company process, ensuring**
- Respect of the SLA (changes, incidents, requests)
- Appropriate reaction, in line the severity of an incident or escalation.
- ITS ITIL processes are dully followed (change, incident, problem management).
- The team activity is properly planned in advance (especially for out of business hours activities)
- **
Handling escalation on actions from Production Engineers (incident, request, change)**
- Escalates to management if needed
- Ensure the Knowledge is shared within the team
- Enable coordination with other team and especially
- **
Continuous improvement of service provided by Production Engineer**
- Enable and encourage Improvement from the team.
- Propose continuous improvement for current activity, organization and process
- Foster automation and DEVOPS spirit
- **
Managing knowledge in coordination with AS community**
Ensures Production Engineers are in line with the skill matrix
- Controls that Knowledge database is updated
- **
Driving the most complex operations & ensures they are well prepared by Production Engineers (involvement on DRP test, WIP, etc ).**
Respect of SLA
- Follows and reports on project tasks delegated to ISAP-ITS-APS-AS (planning, staffing )
- Manages the turnover of Production Engineers: sourcing, training
- Controls timesheets for his perimeter (RUN and PROJECTS) and on-call activity (time spent )
- Updates shift schedule on weekly basis
- Proposes initiatives to improve efficiency of production Engineer
- Controls and improves ratio of activity (request tickets) transferred to Level 1 or automated
**Requirements**:
- Infrastructure or Application support hands on experience of 5-10 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
EA LIcence No.91C2918| Personnel Registration No. R2096241
Tags
service
manager
production
manager
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