Directing KPAs, monitoring and improving day-to-day operations in the organizationDeveloping, reviewing and reporting on the business process strategy, thoroughlyensuring the strategic objectivesTurning around business and enhancing the value of operating business units throughprocess improvements initiativesInitiating & managing complex, departmental work and driving continuousimprovement in metrics and SLADirecting hiring, staffing to maintain a diverse and… Show more Directing KPAs, monitoring and improving day-to-day operations in the organizationDeveloping, reviewing and reporting on the business process strategy, thoroughlyensuring the strategic objectivesTurning around business and enhancing the value of operating business units throughprocess improvements initiativesInitiating & managing complex, departmental work and driving continuousimprovement in metrics and SLADirecting hiring, staffing to maintain a diverse and effective workforce and ensuringeffective performance management plan for the team membersDeveloping SOPs and KPIs/KPAs for smooth business operations; determining areas ofimprovement in customer service by maintaining regular contact with customers,monitoring customer satisfaction reports & trends and through analysis of KPIs andplanning for the continuous process improvementContributing as ITSM to assess a client's IT service management and operationsdepartment to understand operational pain areas & challenges and recommendingappropriate improvements to improve the maturity of ITSM organizationUtilizing technologies (consistent with skillsets required below) to deliver operationalreports, and developing capabilities & automation for continual serviceimprovements. Liaising with management to establish short and long-term servicemanagement goals and to align with the organization’s strategy and visionCoordinate with the development teams for defect management to ensure that thedefects are identified, logged, triaged, assigned, resolved, tested and clearedTraining & coaching the team on Agile methodology to achieve continuousimprovement in practicesMonitoring and measuring stakeholder satisfaction levels and making adjustments toimprove customer experience and value delivery Show less

Driving critical Information and Major Incidents; front-leading technology to issue allcommunications and providing key stakeholder managementLeading, driving, facilitating and chairing all investigation activities, meetings, andconference callsDeveloping collaborative action plans with specific actions, roles and deadlines, andensuring these are completedResolving the outage via workaround or permanent fix; ensuring all administration andreports are maintained and… Show more Driving critical Information and Major Incidents; front-leading technology to issue allcommunications and providing key stakeholder managementLeading, driving, facilitating and chairing all investigation activities, meetings, andconference callsDeveloping collaborative action plans with specific actions, roles and deadlines, andensuring these are completedResolving the outage via workaround or permanent fix; ensuring all administration andreports are maintained and up-to-date, including contacts information, technicaldiagrams, post-major incident reviewsSupporting and nurturing process improvements and knowledge base improvementsMaintaining the development works of major incident tools and resources to managemajor incidents effectivelyProviding periodic major incident metrics reports; creating FTE reports for the team tothe executive teamDefining service standards & guidelines, governance structure, best practices thatworked as benchmarking for excellent service delivery Show less