<p> </p> <p><img alt="" src="/logo/0000000233/1382_Sr. Operations eng.JPG" style="height: 267px;width: 1032px;"/></p> <p><span><span><strong><u>Service Operations Lead - APAC</u></strong></span></span></p> <p><span><span><strong>Educational & Professional Qualifications</strong></span></span></p> <ul> <li><span><span>ITIL Foundation</span></span></li> <li><span><span>Network Certifications (CCNA/ CCNP) an advantage</span></span></li> <li><span><span> Project Management Qualification</span></span></li> <li><span><span>A minimum of Bachelor's Degree or higher although relevant experience will also be taken into consideration</span></span></li> </ul> <p><span><span><strong>Technical Competency</strong></span></span></p> <ul> <li><span><span>5 + years Operational management experience within a Global support function.</span></span></li> <li><span><span>Proven track record in Leading and managing technical teams.</span></span></li> <li><span><span>Working knowledge of network technologies utilized within a corporate and consumer based environment.</span></span></li> <li><span><span>Knowledge of general networking technologies (LAN, WAN, WLAN, DNS & DHCP).</span></span></li> <li><span><span>Exposure to Project and Program Management</span></span></li> <li><span><span>Must have previous experience of service transition.</span></span></li> <li><span><span>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.</span></span></li> </ul> <p><span><span><strong>Non-Technical Competency</strong></span></span></p> <ul> <li><span><span>Excellent verbal and written English communication skills.</span></span></li> <li><span><span>Be able to demonstrate customer service skills and be client focused.</span></span></li> <li><span><span>Excellent organizational skills and be a self-starter.</span></span></li> <li><span><span>Proven ability to plan and execute tasks within a dynamic environment</span></span></li> <li><span><span>Ability to work under pressure both within a team environment and as an individual</span></span></li> <li><span><span>Proven ability in problem solving.</span></span></li> </ul> <p><span><span><strong>Accountabilities/Responsibility</strong></span></span></p> <ul> <li><span><span>Respond for mobilization of the Operations team to deal with infrastructure related Incidents as they arise.</span></span></li> <li><span><span>Assure services are delivered to pre-agreed OLA or SLA.</span></span></li> <li><span><span>Provide a Management escalation point for all infrastructure related issues.</span></span></li> <li><span><span>Ensure production of Monthly Status Reports Measuring the Performance of the operational environment and Team against pre-agreed KPI’s.</span></span></li> <li><span><span>Provide input into the PIR and Problem Management Process following a Major Incident.</span></span></li> <li><span><span>Provide ongoing performance feedback to members of the team in the form of verbal and written feedback as part of the annual review process.</span></span></li> <li><span><span>Provision of effective line management and a cost effective resourcing function for any new service into COS Operations.</span></span></li> <li><span><span>Provide appropriate leadership and direction in order to set and meet individual and team objectives</span></span></li> <li><span><span>Ensure new services are structured to the centralized operational model for COS Ops.</span></span></li> <li><span><span>Ensure Incident, Service Request’s and Problem queues are maintained in-line with current service offering from COS Ops.</span></span></li> <li><span><span>Fulfill the role of Platform Recovery Manager and contribute to recovery calls in the wider Tech Ops supported platforms.</span></span></li> <li><span><span>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.</span></span></li> <li><span><span>Ensure COS Operations teams are assigned to best meet organization and individuals needs in a timely manner</span></span></li> <li><span><span>Drive and influence team standards and processes</span></span></li> <li><span><span>Formulate, track and deliver local cost center budgets, i.e. Travel, Training, Vendor Support & Maintenance.</span></span></li> <li><span><span>Ensure the operations team’s technical skills are meeting the demands of the operational environment.</span></span></li> <li><span><span>Ensure commercial considerations are taken into account when planning remediation</span></span></li> </ul> <p><span><span style="color: rgb(0, 0, 0);">Please Apply through here - </span><a href="http://pearsonlankavacancies.peopleshr.com/" style="color: rgb(17,85,204);" target="_blank">http://pearsonlankavacancies.peopleshr.com/</a></span></p>