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Operations Manager
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Service Operations Manager - Malaysia, Kuala Lumpur - HCLTech
Description
SERVICE OPERATIONS MANAGER-JD
Primary Accountabilities / Position Scope & Responsibilities
Detailed Responsibilities:
· Service Operations Management for the designated region
· Work with and support the Service Desk and other interfacing teams to identify, implement and enhance the HAVI end user experience.
· Build strong relationships with key client stakeholders and meet with them on a recurring basis to ensure that SLA's and Customer Service requirements are achieved.
· Management of Major Incidents, ensuring the effective interface to all Service Management associated processes (Major Incident Reporting, RCA, Problem Management, Knowledge Management)
· Responsible for leading, driving, facilitating, and chairing major incident investigation activities for the region including, meetings, and bridge conference calls
· Ownership, development and maintenance of Service Operational procedures including those which drive swift resolution of major incidents
· Establish a framework for and chairing and/or supporting Service Reviews and major incident recovery meetings and Post Incident Reviews (PIRs / Postmortems)
· Creating and enhancing Service reporting and/or major incident notifications, reports and service/incident metrics
· Provide regional support for project initiatives and product implementations
· Propose improvements to the Digital workplace tools, proactively driving initiatives to increase user adoption rates for the region
· Develop communications processes, plans and templates to ensure clear and consistent communication to key stakeholders
· Promote and reinforce adherence to the process and policies associated with Service Operation and Security for the region
· Matrix management of people, processes and resources including third parties - including resolving conflict to swiftly move forward to resolution
· Required to travel between sites on an as required basis.
Key Performance Indicators - KPI :
· Compliance to published Infrastructure and Application availability targets
· Compliance to published SLAs and KPIs
· Customer Satisfaction (CSAT) results at agreed levels
· Quality of compliance with agreed Security and Service Management processes