Information Technology

**Key Responsibilities**:

- Taking ownership of critical incidents, drive and coordinating with resolution parties till issue resolved, and establishing effective communication between stakeholders for root cause analysis and post-incident reviews.
- Drive operational excellence by toil reduction via proactive defect prevention and eliminating inefficiencies in existing processes. Continuous review of IT Service Management governance & processes and proposes improvement or new processes to meet agility in business delivery with good operation stability quality.
- Provide technical training and coaching to ITSM teams including offshore resources and serve as a mentor in guiding their professional development.
- Develop technical talent and leadership in the team through upskilling programs and continuous feedback.
- Drives and align ITSM ITIL practices with various IT teams to ensure overall IT Services stability and Ops excellence. Understanding of the products and technologies involved in complex IT setup to prepare teams operation readiness and major changes implementation to help avoid issues, mitigate risks, and manage changes and incidents.
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery and operational excellence.
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.

**Requirements**:

- Possess a degree in Information Technology or related fields with Infrastructure Library (ITIL)/Service Integration and Management (SIAM) certification
- At least 8-10 yrs of relevant experience in IT Infrastructure Operations and IT Service Management inclusive of at least 3 years in leadership role
- Experience in managing operations using Agile methodologies
- Knowledge in the following areas is preferred:

- ServiceNow Platform preferably with hands-on administration experience. Certification in ServiceNow ITSM CAS, CAD or CIS will be added advantage.
- Network, public and private cloud, platform technologies such as Linux, Wintel, VMware and DevOps technologies.
- In using collaboration tools like Microsoft Teams, Sharepoint, JIRA and Confluence, preferably with experience in these areas as well
- In monitoring /orchestration platforms such as ScienceLogic, Splunk and APM
- Ability in the following areas:

- To provide strategic direction and overall leadership to service management team as well as leveraging on technical abilities to shape management key decisions
- To build strong teams and lead teams towards maximum potential by helping them identify their strengths and weaknesses.
- To work effectively independently as well as in a team environment in hybrid environments comprising of insourced as well as outsourced operational delivery model
- To work in a fast-¬paced, rapidly growing environment while balancing multiple, sometimes competing priorities successfully
- To navigate, escalate and lead efforts on complex customer requests or initiatives involving multiple parties and enterprise systems
- A well-rounder responsible for providing leadership for all matters relating to Operations On prem and Multi-Cloud, Command Centres and Service Desk management including managing and facilitating onshore & offshore operations hybrid teams to achieve operations stability and service excellence
- Responsive to dynamic environment
- Proven track record of handling IT service delivery, command centres and ServiceDesk operations and infrastructure support escalations (eg. network systems, storage)
- Demonstrates excellent communication skills at all organizational levels including executive management.
- Strong interpersonal skills with a positive outlook and a flexible and adaptable approach