Keywords: Service Operations, Incident Management, Problem Management, Enterprise Monitoring, Disaster Recovery
Our client is seeking a highly skilled and experienced Head of Service Operations to lead their dynamic team. This role offers the opportunity to oversee several service support teams, including Incident/Problem Management, Service Desk, Enterprise Monitoring Centre, Application Performance Management, and Disaster Recovery. You will be responsible for ensuring smooth day-to-day operations and providing a single point of contact for IT-related issues. This position requires a strategic thinker who can develop roadmaps for IT infrastructure and integrate them with overall IT and enterprise strategic plans.
* Lead multiple service support teams
* Ensure smooth day-to-day operations
* Overseeing ITSM, Service Desk and DR operations
What you'll do:
As the Head of Service Operations, you will play a pivotal role in managing the daily operations of our client's service support teams. Your excellent problem-solving skills will be crucial in facilitating incident problem resolution and providing root cause analysis documents. You will also be responsible for monitoring infrastructure and applications around the clock, escalating when necessary. Your leadership skills will shine as you work closely with senior business units on the service portfolio and governance required to prioritize resources.
- Oversee day-to-day support to ensure internal users have a single point of contact for IT related issues.
- Facilitate in incident problem resolution and provide root cause analysis documents.
- Monitor infrastructure and applications 24x7, escalating as needed.
- Support yearly Live DR and Simulation DR.
- Responsible for the implementation and operations of all technology infrastructures.
- Work with senior business units on the service portfolio and governance required to prioritize resources.
What you bring:
The ideal candidate for the Head of Service Operations role brings a wealth of experience in leading service support teams. Your strong knowledge of IT infrastructure, including data centres, network and server services, will be essential in this role. Your proven track record in incident problem resolution and root cause analysis will be invaluable, as well as your ability to monitor infrastructure and applications around the clock. Your excellent negotiation skills across IT and enterprise will enable cost-effective and innovative shared solutions.
- Proven experience in leading service support teams.
- Strong knowledge of IT infrastructure including data centres, network and server services.
- Experience in incident problem resolution and root cause analysis.
- Ability to monitor infrastructure and applications 24x7.
- Experience supporting Live DR and Simulation DR.
- Excellent negotiation skills across IT and enterprise.
What sets this company apart:
Our client is a renowned organisation that values innovation, collaboration, and commitment. They offer an inclusive work environment where every employee is valued for their unique contributions. They believe in fostering growth by providing ample opportunities for learning and development. Their flexible working arrangements ensure a healthy work-life balance for all employees.
What's next:
Ready to take your career to new heights? Apply now!
Apply today by clicking on the link. We look forward to receiving your application!
Do note that we will only be in touch if your application is shortlisted.
Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C
