IT Service Management Manager

Job Descriptions:

• Lead design, continuous improvement of the ITSM processes such as incident management, problem management, change management and SLA
• Monitor and tracking to ensure the incident and problem management process that execute meet incident/problem SLA
• Lead IT NOC (monitoring) Team for online system and EOD batch to ensure all system availabilities meet SLA (Uptime)
• Ensure the availabilities of application, infrastructure and other tools necessary for the delivery of high quality IT Service
• Work with platform Engineering Team for Cloud infrastructure, monitoring tool
• Work with Helpdesk/Endpoint Team for Laptop, O365, AzureAD,Sharepoint and Endpoint security

Qualifications:

• At least 10 years works experienced in IT Service Management, Incident Manager, IT Operation, NOC/SOC, IT helpdesk
• 5 to 8 years experience working with the ITIL Frameworks and leading and ITSM tool and/or process team
• Experience with Cloud infrastructure, Cloud monitoring and Cloud Security
• Knowledgeable in System Admin, DBA and Network
• Practical experience of ITIL and ITIL certifications
• Strong leadership and team management skills with a customer-focused approach.