Description

• Serve as the first point of contact for customers regarding incidents and service requests.
• Perform hands-on troubleshooting for urgent issues.
• Ensure committed deliverables and service levels are met, coordinating between client and offshore team members.
• Act as the point of contact for escalations, addressing and taking corrective actions.
• Publish executive status reports with required metrics on a monthly and quarterly basis.
• Manage personnel and develop competencies to meet contractual commitments.
• Coordinate and schedule governance meetings with internal and external stakeholders.
• Assess delivery risks, report to client's management, and mitigate with suitable actions post-approval from respective stakeholders.
• Plan and initiate continuous service improvements to achieve operational efficiencies based on historical, ongoing, and repeated incidents.
• Identify opportunities for possible automation.

• Over 10 years of IT working experience.
• Proficiency in Integration Middleware platforms and API Gateway.
• Hands-on experience in managing incidents with ITIL practices and SLA management.
• Strong communication skills to effectively liaise with different business units and lead coordinated efforts to resolve incidents.
• Excellent presentation skills to report and escalate issues to top management and handle problem management.
• Knowledge of project management methodologies and practices.
• Experience with Microsoft Azure PaaS components and solutions is a plus.
• Experience with application monitoring is highly advantageous.
• Proficiency in spoken English.