• Plan, coordinate and support Operations related activities
• Overseeing and/or resolving all onsite operational incidents and major issues including any change management.
• Maintain, review and update all policies, SOPs and Emergency Operating Procedures
• Implement service improvement programs
• Lead Incident and Change Management to minimize impact to customer services
• Generate and provide periodic reports to management review and meetings
• Review and implement Operations base on ITIL and industry best practices
• Perform Alert Monitoring triggered from the monitoring system
• Perform first level troubleshooting and resolution based on predefined troubleshooting guide provided.
• Perform incident escalation. Ensure incidents are responded and attended to. To traige and redirect tickets for 2nd or 3rd Level resolution base on criticality, impact and customer Service Level Agreement (SLA).
• Creation of Incident details using ticketing system provided.
• Creation of Service Request, Change Request, Problem Request using tickting system provided
• Liaise with users/customers on project related operational matters
• Provide support for Audit
• Any other duties or projects as assigned by the Management.
Requirement:
Certifications
• ITIL V3/V4 Foundation
Skills
• Familiar with: ServiceNow Dashboard, Dynatrace Dashboard,AWS CloudWatch Dashboard, Data Centre Operations Support, ITIL methodologies
• Possess initiative with positive working attitudes and customer services oriented
• Independent and goal-oriented
• Strong teamwork, communication and interpersonal skills
• Confident and comfortable engaging customers to deliver an elevated experience
• Initiates completion of tasks or activities without necessary supervision
• Flexible availability – including nights, weekends, and holidays
Shift Timing:
7.00 AM – 3.00 PM
3.00 AM - 11.00 PM
