End User Computing Service Operations Lead

Job Summary

As an EUC Operations Lead within Technology Services Delivery Group (TSG), you will be responsible for overseeing and managing the day-to-day quality delivery of EUC operations across APAC branches. You will supervise a team of EUC Operations Engineers to uphold high service levels and ensuring the availability of key EUC services across the region. The successful candidate will have strong EUC technical domain knowledge and operations management skillset to ensure smooth day-to-day EUC operations across key areas of incident/change/service request management.

Responsibilities

• Lead teams responses to major incidents involving EUC domain
• Assure quality of overall incidents, changes and service requests handling
• Liaise with banks EUC planning and program/project delivery functions to support transition activities and take over operations of new or refreshed EUC systems and services
• Monitor and report EUC operation service metrics and drive service improvement initiatives
• Monitor and report EUC compliance metrics in the key areas of System Patching and Vulnerability Management
• Manage external relationships (with OEM vendors, service providers, maintenance support vendors, etc) for effective operational engagements
• Provide technical and operations leadership to EUC Operations Team members to ensure compliance with established processes and fulfilment of agreed SLAs
• Manage relationships with key internal stakeholders such as Branch Infra Leads, Regional Planning and Delivery leads, Operations Lead counterparts in other technology towers
• Manage knowledge, documentation and standard operating procedures within EUC Operations Team
• Manage shifts and on-call support rostering for EUC Operations Team
• Create and maintain Operation Manual for EUC Operations Team
• Represent EUC Operations in major enterprise-level activities, such as DR drills, DR live runs, BCP exercises and audit-related activities
• Prepare and present regular reports to internal stakeholders on EUC Operations

Requirements

Qualifications

• Relevant tertiary qualifications, preferably in Information and Communications Technology fields

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