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Production Support (PS) Shift Manager
at Enggsol Recruitment (Anywhere)
Role / Responsibilities / Key objectives:
• Responsible, together with other Shift Managers, for the 24x7 management of 6 Service Desks (which support 48 applications including a number of mission critical and complex payment systems) in 17 Asia Pacific countries within an ITIL framework.
• Direct and manage day to day functions of Level 1 Supports from the Service Desks including Incident Management and Event Management, and work with other PS (Level 2 and PS Manager) for example in Problem Management to ensure the timely delivery of services, covering Health Checks, Shift Handover, EOD, and Month-end Update, among others.
• Ensure stable and sound PS services while providing delivery of mission critical services to client base within documented Operating and Service Level Agreements.
• Provide escalation including activation of Crisis Management Team for Severity 1 incidents and other high impact incidents (as it might be the case).
• Ticket Trend Analysis for internal SLA reporting.
Requirements:
• University degree or equivalent.
• ITIL certifications a plus.
• Previous experience in financial firm, performing similar function as a floor manager.
• Essential Skills (Business Domain / Managerial/ Soft skills)
• Minimum 12 years information technology processing experience in a large scale multi-platform environment.
• Minimum 10 years information technology management experience in a large scale multi-platform environment.
• Exceptional knowledge of large scale, complex, mid-range, mainframe application/infrastructures and operations.
• Core knowledge of large scale complex distributed infrastructures and processing. Thorough knowledge of scheduling software, ticketing systems, and other data center technologies.
• Effective understanding of banking business processing.
• Positive thinker, strong leadership skills and the ability to motivate and build teams.
• Strong diversity focus.
Interested candidates can send their updated resume to management@enggsol.net. All resumes will be kept strictly confidential and only shortlisted candidates will be contacted
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Published at 26-02-2010
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Viewed: 52 times