Support & Control Tower Lead

3 days ago

Singapore RIDIK PTE. LTD. Full time

Support Lead
- Control Tower lead

**As
- Support Lead**

Participation in various Monthly Management or support committees as representative of the Support Team

Managing and coordinating various improvement initiatives, be it technical fix/ evolution or process improvement

Lead transition initiatives within Support

Participate in the Projects design and communicate on the requirements for better observability and high performance of the Production systems

**As
- Control Tower Lead**

**Main responsibilities**:

- In this context of Control Tower Lead:

- Management of the Control Tower activity
- Streamlining process and practices across all teams
- Drafting & Reinforcing Best Practices
- Creating, Analysing & Presenting KPI’s to all management & suggest improvement points
- Documentation of current and future Processes
- Monitoring of cross-functional projects impacting support activities
- Problem Management monitoring and improvement with operational teams
- Development and monitoring of internal team tools (specially for Reporting)
- Monitoring and improvement of the Change Advisory Board (CAB)
- In charge of coordinating Major Incidents impacting several teams
- Monitoring of business continuity plan (BCP) by:

- Monitoring the quality of production by:

- Data quality management of activities (incidents, requests, problems, changes)
- Reporting on support activities
- The presentation of this data at different management levels
- Responsible for continuous improvement, he/she is responsible for:

- Definition of maturity matrices on production activity
- Issuing recommendations for improving the quality of production and putting risks under control.
- Coordination of major events (WIP, DRP, Continuity Plan, etc.)
- Interaction with the various permanent controls and follow-up of action plans

**Skills**:

- ITIL Advanced Level Certification
- Significant theoretical and practical experience in IT support processes (ITIL).
- Significant experience in IT support activities in the capital markets environment
- Autonomous, self-motivated and excellent team player
- Ability to work with many contributors
- Strong organizational and analytical skills
- Rigorous and methodical with a great capacity for adaptation and management of priorities
- Being a force for proposals on current solutions / processes / organization
- Should be able to do
- SLA & KPI management, Client communication & interaction
- Predictive analysis, consulting, escalation management
- Risk analysis and project execution
- Knowledge in Investment banking environment is an advantage
- Strong knowledge in Configuration Management
- Knowledge of monitoring solution
- Excellent communication and interpersonal skills
- Mandatory Technical skills/ Tooling Knowledge required
- Microsoft Excel (Macro)
- Microsoft Access
- Microsoft PowerPoint
- Power B.I/ Tableau

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