Operation Manager

Job Description

• Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards.
• Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and elevate lapses or complaints relating to the Service Desk Engineers to the EDX team.
• Leads the team to perform service recovery in the event of issues.
• Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves, urgent leave, and medical leave.
• Mentor, provide guidance and support to the Service Desk team.
• Lead and develop the service desk team, including hiring, training, and performance evaluations.
• Ensure the team knows how to use the provided ESM tool (e.g., ServiceNow) effectively for ticket management and service delivery.
• Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow.
• Identify and implement improvements along with updating of documentation for service desk processes and procedures.
• Foster a customer-centric culture within the team, emphasising excellent customer service.
• Attends regular meeting (weekly and monthly) with EDX Team and prepare weekly and monthly reports.
• Suggest and implement service improvement plans to enhance service delivery and employee satisfaction.
• Provide suggestions to the EDX team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current.
• Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.
• Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.

Requirement

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