Job Location

Job Description

Leads and continuously improves the end-to-end service delivery for a Service or critical business process on a regional or global level or for a small application platform. Has an in-depth understanding of the service and business and ensures that the support model and other operational requirements such as SLAs and OLAs with customers and partners meets the customer expectations. Delivers operational excellence through leveraging different practices such as ITIL and SRE. Continuously looks for opportunities to drive efficiencies through standardization, automation and simplification. Leads the crisis management activities for complex and high impact outages. Accountable for all aspects of service delivery including overall quality of service, service transition, vendor management and service level management.

Responsibilities

• Ensure on track for all KPIs
• Manages Vendor contracts and their performance tracking
• Manages Service Level Agreements and internal OLA'
• Drives continuous improvement for the applications
• Drives training and ensures job aids completeness and correctness
• Drives incident reduction and on time resolution
• Drives UX improvement

Job Qualifications

• Very good communication and collaboration skills; the ability to communicate in business English is essential
• Strong analytical, problem-solving skills
• Able to work both independently and with a team depending on assignment.
• ITIL qualification is an advantage
• Application Management skills and experience is an advantage.
• Vendor Management skills and experience is an advantage.

Job Schedule

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Job Segmentation

Starting Pay / Salary Range