Key Job Responsibilities:

• Lead the team in supporting the service management functions including providing application support and resolving issues within SLA. Hands-on support may be required.
• Responsible in working with Operations Manager and various leads on management reporting (both internal and external).
• Maintain, analyze and report metrics (work with team members).
• Communicate the metrics reporting standards and verify that metric results are delivered to the concerned teams for reporting.
• Coordinate and gather key performance indicators and metrics data, collate and prepare for service reporting.
• Identify opportunities for metrics performance and/or process/service improvement initiatives.
• Overall tracking of SLA and KPI performance.
• Lead in various operational, service level performance, audit, administrative and service management scope of services.
• Performs other IT Service Management related support functions as required.
• Liaise with key stakeholders on any escalation of issues/operation matters
• Identify areas of improvements within process and system design/setup, and drive the team to deliver.
• Review and coach junior team members in their tasks.
• Manage and coordinate client requests where required.

Job Requirements:

• ITIL / ITSM background in mid to enterprise size environments and experience working on application support projects.
• Strives in large-scale, complex and mission-critical projects and environments.
• Experience in ITIL processes, especially for application support and maintaining and using ITSM tools
• Good knowledge of Microsoft Office Suite (Project, Visio, Word, Excel, etc.).