Service Operations Lead - APAC

Service Operations Lead - APAC

Educational & Professional Qualifications

• ITIL Foundation
• Network Certifications (CCNA/ CCNP) an advantage
•  Project Management Qualification
• A minimum of Bachelor's Degree or higher although relevant experience will also be taken into consideration

Technical Competency

• 5 + years Operational management experience within a Global support function.
• Proven track record in Leading and managing technical teams.
• Working knowledge of network technologies utilized within a corporate and consumer based environment.
• Knowledge of general networking technologies (LAN, WAN, WLAN, DNS & DHCP).
• Exposure to Project and Program Management
• Must have previous experience of service transition.
• Act as the first point of escalation for the team and apply Kepner Tregoe problem solving and decision making methodologies when dealing with customer impacting incidents.

Non-Technical Competency

• Excellent verbal and written English communication skills.
• Be able to demonstrate customer service skills and be client focused.
• Excellent organizational skills and be a self-starter.
• Proven ability to plan and execute tasks within a dynamic environment
• Ability to work under pressure both within a team environment and as an individual
• Proven ability in problem solving.

Accountabilities/Responsibility

• Respond for mobilization of the Operations team to deal with infrastructure related Incidents as they arise.
• Assure services are delivered to pre-agreed OLA or SLA.
• Provide a Management escalation point for all infrastructure related issues.
• Ensure production of Monthly Status Reports Measuring the Performance of the operational environment and Team against pre-agreed KPI’s.
• Provide input into the PIR and Problem Management Process following a Major Incident.
• Provide ongoing performance feedback to members of the team in the form of verbal and written feedback as part of the annual review process.
• Provision of effective line management and a cost effective resourcing function for any new service into COS Operations.
• Provide appropriate leadership and direction in order to set and meet individual and team objectives
• Ensure new services are structured to the centralized operational model for COS Ops.
• Ensure Incident, Service Request’s and Problem queues are maintained in-line with current service offering from COS Ops.
• Fulfill the role of Platform Recovery Manager and contribute to recovery calls in the wider Tech Ops supported platforms.
• Adoption of service deployment activities including identifying and driving best practices for new services, industrialized process and effective use of  Operations Command Center (OCC), Incident Management  and technical teams.
• Ensure COS Operations teams are assigned to best meet organization and individuals needs in a timely manner
• Drive and influence team standards and processes
• Formulate, track and deliver local cost center budgets, i.e. Travel, Training, Vendor Support & Maintenance.
• Ensure the operations team’s technical skills are meeting the demands of the operational environment.
• Ensure commercial considerations are taken into account when planning remediation

Please Apply through here - http://pearsonlankavacancies.peopleshr.com/