Support and Service Management Lead - Leading Financial Group

The Support and Service Management Lead will focus on systems production support, incident management, and problem management with a strong emphasis on maintaining operational stability, preventing issues, and ensuring rapid restoration of services. Perm position with an international culture and support model.

Role Focus:

• Lead systems production support with a focus on operational stability, issue prevention, and service restoration.

• Manage incident and problem management processes to ensure minimal impact on business operations.

• Develop and implement guardrails and operational stability programs.

• Act as a single point of contact for incidents, ensuring effective and standardized communication.

Key Responsibilities:

• Set and enforce guardrails and operational stability programs to enhance system reliability.

• Facilitate technical troubleshooting and problem resolution in collaboration with technical teams.

• Manage IT services according to SLAs based on ITIL standards, ensuring adherence to best practices.

• Coordinate system support activities across teams to ensure seamless operations.

• Oversee incident lifecycle management, including identification, escalation, and resolution.

• Conduct root cause analysis and implement corrective and preventive measures.

• Develop and execute continuous improvement plans focusing on system stability and resource consumption optimization.

• Standardize communication frameworks for consistent and clear information dissemination during incidents.

Technical Leadership:

• Drive continuous service improvement initiatives to enhance service quality and efficiency.

• Coordinate team efforts to ensure alignment with service management objectives and SLAs.

• Provide technical leadership and guidance to support teams, fostering a culture of excellence.

Incident and Problem Management:

• Lead incident and problem management processes, ensuring timely communication and resolution.

• Manage communication management protocols to keep stakeholders informed during incidents.

• Conduct thorough root cause analysis to identify underlying issues and prevent recurrence.

Continuous Improvement:

• Implement continuous improvement plans to optimize system stability and resource utilization.

• Identify opportunities for process enhancements and drive initiatives to improve service delivery.

Experience and Skills:

• Over 7 years of experience in systems support and operations, preferably within the financial services sector.

• Strong problem-solving and analytical skills with the ability to influence and negotiate with business stakeholders and vendors.

• In-depth knowledge of ITIL standards and service management best practices.

• Excellent communication and interpersonal skills to effectively manage stakeholder relationships.

If this outstanding opportunity sounds like your next career move, please submit through "Apply Now" or send your resume in Word format to Esther Liao at resume@pinpointasia.com and put Support and Service Management Lead - Leading Financial Group in the subject header.

Data provided is for recruitment purposes only.