Responsibilities :

  • Drive regional level 2 support / operations team that provides quality and highly responsive
    incident and problem management and "business as usual" operations support for all product
    lines across the region in adherence to service levels ensuring 100% compliance on reporting
    timeliness, completeness and accuracy

Requirements :

  • Diploma in Engineering related majors; Bachelor's degree in Computer Science or a related discipline is a plus
  • Experience of leading a team providing 24x7 production support (specifically incident and
    problem management) for products and platforms
  • Strong project management competencies especially plan management, risk and issues
    management
  • Hands on experience as an incident manager for troubleshooting critical incidents on a business
    critical systems / platforms across teams (including third party technology providers)
  • Result oriented mindset with demonstrated ability to set and achieve continuous improvement
    targets covering service quality, customer satisfaction, team engagement
  • Strong understanding of metrics to measure production support effectiveness and service
    quality
  • Ability to work in high pressure, fast paced environment managing competing priorities
  • Strong leadership and communication skills

Skills below are optional but preferable :

  • Enterprise product support experience in a data intensive environment with an eCommerce or
    financial institution
  • Prior experience in setting up and running a product or hosted production support function
    servicing multiple clients
  • Experience of delivering support engagements with popular project management flows

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