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