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Applications/Operations Service Management Manager

R Systems (Singapore) Pte Ltd
Singapore
Posted 4 days ago Permanent 11k - 14k
M
Posted by
Manish Jagasia
Recruiter
5-8 years experience on developing, operationalizing and maintaining ITSM service strategy, framework, processes, functions and best practices, not limit to; Service Request and Resource Management Asset Management covering Inventory, CMDB and CI Incident and Problem Management Change Management Knowledge Base Root Cause Analysis Risk Management and remediation process. Exposures to tools and platforms relating to (not limited to) ITSM – ServiceNow, SysAid, Jira Infra – Palo Alto, Ruckus, Managed Engine, DataDog, Zabbix Cloud – AWS, Azure, Google Security – Tenable, Trend Micro, Akamai CDN, Attack IQ

Operational
Managing and maintaining relationship between the Stakeholders/Customers with regards to the Operational landscape.
Translating the strategic directions of the business into technical considerations for the Development and Operations teams.  
SME and escalation point to Stakeholders/Customers in advising/solutioning on relevant complex technical and service issues/challenges for their business areas and assists in their deliverables.  
Influencing through understanding/identifying/addressing operational business gap/impact and its urgency.
Working to ensure highly reliable infrastructure, systems, and integrations.
Attending to major Incident Respond escalation and updating process.

Service Excellence (ITSM)
Managing and maintaining committed SLA, acting as the escalation point, ensuring the deliverables, assuring quality service and resource availability.
Ensuring operational availability of the ITSM platform. 
Establishing and identifying problem root cause, minimizing any re-work on operations. Providing a proactive remediation and solutioning. 
Managing and working on Gaps, Risk, Service Requests, Incident and Problem Management. Remediating, escalating and closing identified/reported issues timely.
Communicate and provide timely status, service availability and incident reports to Sr. Leadership.
Site Reliability 

Provide technical and people leadership to the Site Reliability Engineering teams.
Ensuring continuous reliability and availability of platforms/tools implemented and managed.  
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