Description and Requirements
This job requires a 6 days work week and rotational shifts
Job Responsibilities:
. Monitoring service performance as per KPI and SLA
. Incident and Problem Management with Root Cause Analysis documentation
. Create SOPs and confluence document of required process/procedure for reference purpose
. Arrange KTs and Training sessions as per requirements to improve performance to achieve customer satisfaction
. Ensure that specific and measurable targets are developed for all IT services
. Monitor and improve customer satisfaction with the quality of service delivered
. Monitor service performance against SLAs
. Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered
. Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so
. Review and revise underpinning agreements and service scope, Produce service reports
. Should be flexible to work in rotational shifts
. People management includes roster management, performance management, attendance management
. Ensure team performance target should possess the client satisfaction and as per KPI and SLAs
. Manage the incidents, problems, escalations etc. with quick resolution and should maintain the root cause analysis documentation for reference purposes.
Other Requirements:
. 4-8 years of service delivery experience
. Graduate in any discipline
. Shows great commitment to the work
. Knowledge of ITIL framework understanding.
. PMP/GB/BB Certificate would be preferred
. Strong Interpersonal skills, tenacity and flexibility
. Proficient in MS Word, Excel, Access, PowerPoint
. Ability to manage and prioritize tasks efficiently
. Readiness to demonstrate a proactive attitude
. Excellent verbal and written communication skills
