Lead - Managed Services

Axiata Digital Labs
10 days ago
0 Applied
Expires on: Oct 19 2022

Ref. No 00000772

Description

Qualifications Certifications:

  • Degree in IT or computer science or Engineering or any related area
  • 2-3 years of hands-on experience in similar capacity with total of 5-6 years of experience in IT industry
  • Possessing any of service management certifications such as ITIL®
  • Experience in working with international clients with multicultural environments
  • Hands-on experience of service management tools
  • Good leadership skills with good interpersonal communication, problem solving and decision making
  • Good team player and good in time management
  • Good verbal and written English language skills
  • Sound knowledge of using O365 products (specially Excel, PowerPoint, Word)
  • Preferred to have good technical writing skills

Added Advantages:

  • Knowledge and certifications on cloud technologies such as GCP, AWS, Azure and etc.
  • Knowledge and certifications project management such as PMP® and agile methodologies such as CSM®.
Responsibilities
  • Perform periodic service reviews (internal/external) including engagement reviews and preparation of relevant artifacts
  • Coordinating interfaces between service design coordination, service transition planning and reporting
  • Maintain the engagement/project KPIs (such SLAs, OLAs, TATs, MTTA, Attrition, etc.) and help to meet divisional and organizational KPIs.
  • End-to-end tracking of all tasks such action items, planned activities, continual service improvements and etc.
  • Ensure the teams are following the defined processes, standards, policies and guideline
  • Interface between client and technical teams to facilitate service deliveries
  • Maintain good relationship with clients (and other teams) and actioning on their inputs to improve service quality.
  • Conduct internal/external service reviews and prepare the relevant artifacts
  • Risks management and risk/Issue escalation to senior management timely manner
  • Provide periodic progress update on project progress and health to senior management
  • Review project artifacts and maintain them as per the agreed guidelines
  • Coordinate with resource management team and HR team to fulfill the resource requirements
  • Maintain required knowledge pool within the team and make sure T&D activities are executed effectively
  • Resource management, allocation and active participation on resource selections process
  • Perform internal process audits and help teams to fill the gaps
  • Perform pre-sale activities such as proposal preparation, contract preparation/renewals, RFP responses and etc.
Skills
Time Management
Industry Sector