• To act on behalf of ICT team and to manage other hardware, software or ICT service providers in accordance to best practices.
• To escalate and liaise with the vendors or service providers on issues which require their assistance and to follow through till completion.
• To ensure that the various vendors work along the approved timelines to meet the overall SLAs committed to end users.
• To track, monitor and ensure vendors\xe2\x80\x99 performance and services meet the requirements and or agreements for ICT team.
• To feedback to ICT team and proactively address gaps or areas for improvements.
• To ensure that the scope and quality of services delivered to ICT team are as agreed and managed in accordance to best practices. All daily, weekly and monthly operational checklists should be submitted at the agreed time.
• To ensure services delivered are in alignment to JLG\xe2\x80\x99s continuous improvement culture, hence proactive problem management and change management is required.
• To ensure that Operations have the proper operation documents in place and are kept updated such that troubleshooting and practices are consistently implemented in accordance to best practices processes.
• To ensure \xe2\x80\x9cquality checks\xe2\x80\x9d are performed periodically on ICT operations to upkeep a high quality of services.
• To ensure fit for purpose and accurate reports are generated to sufficiently understand.
  
  • Performance and delivery of the services
  • Understand areas of improvements
  • Prevent and mitigate risks to ICT services.
• To ensure all components which are important in the delivery of the ICT operational services (including onsite personnel discipline, motivation, etc.) are adequately tracked, monitored and issues addressed appropriately.
• To coach and provide supervisory support for the operations team on site.
• To ensure all escalations from ICT team are worked on and managed till closure.
• To ensure the operations team are also undergoing sufficient training and handover from projects to be adequately skilled to support ICT\xe2\x80\x99s team improving environment.
• To propose service improvements and additions that may be beneficial for ICT team.
• To ensure changes in resources do not impact services to ICT team.

• Candidate must possess at least a Bachelor\xe2\x80\x99s Degree, Post Graduate Diploma or Professional Degree in IT (Computer/Telecommunication), Computer Science, Business Administrations, or any relevant field.
• At least 3 years of working experience in the related field is required for this position.
• Possess operational skills (problem management, change management, incident management, etc.) required to manage an IT outsourcing operations team.
• Experienced working in a process-oriented environment.
• Considerable experience relating to relationship management and quality control skills.
• Experienced as an Incident/Crisis Manager in previous roles.
• Excellent computer skills and possess the ability to use business support software.
• Able to assess, design, develop and document technical and process improvements.
• Possess strong team work attitude and has the attention to detail.
• Proficient in English (both written and verbal).

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