Lead teams to effective service delivery based on ITIL process framework
Coordinate different teams including service desk, helpdesk, infrastructure, vendors and business users for service delivery.
Interact with multiple customers to understand Service Level Agreements and ensure that all services and support functions remain responsive to customer needs
Ensure high quality of client service by clearly defining service scope and continuously carrying out due diligence and other assessment as needed
Proactively drive the resolution of incidents, planned/unplanned changes and ah-hoc client issues requiring additional support and initiate timely escalation to clients and internal parties.
Prepare regular operation report on overall platform status (including capacity, performance, service level & etc.).
Job Requirement:
Degree or above
At least 4-5 years of relevant experience
Experience in change, incident, problem and vendor management
Experience in IT support, end user support, system administration and networking
Experienced in IT service management such as ITILv4 framework.
Knowledge of information security services and products, including but not limited to Firewalls, IPS, Web, DLP, Cloud Security etc.