Description
- to lead and take ownership of, and manage through to resolution, incident
escalations raised by external and internal clients.
- leadership: develop the skills, attitude and business awareness of members within
the team so as they perform at optimal level
- quality: ensure high quality of deliverables to the business.
take ownership and
accountability for problem resolution arising from deliverables.
- performance: ensure that sla's are being met and adhered to.
development of
members in the team to increase their skill set
- improvement: continually aim to improve the support and reporting processes of
pps service delivery
- process driven approach with exposure to one of the following control frameworks
itil, six sigma, pci dss, soc or others
- minimize the impact of incidents that cannot be prevented
- ownership of escalated incident through to resolution
- able to produce reports on key performance indicators
- proactively communicates status of tasks
- notifies stakeholders of service impacting operations to negotiate timings
*requirements*:
essential
- must have substantial professional experience of leading a service delivery team
- certification in operations discipline in any one of the following itil/six sigma/iso
- competent in the use of linux/unix/sql.
- knowledge of using monitoring tools such as app dynamics - opsgenie - nagios
- ability to write reports and business correspondence
- use data to drive better outcomes
- ability to effectively present information and respond to inquiries from clients,
skills that develop client confidence, respect and develop cooperative relationships
with all levels of people throughout the organisation
desirable
- experience in the financial services sector
- knowledge of oracle sql
- knowledge of back office technologies
- vendor management and contract negotiation experience
- proficiency in ms word, excel, powerpoint, bi tools
5 years