Position Purpose:
• Role involves setting-up and then managing Level 1, 2, and 3 support both internally and with external vendors and delivering a world class in-house IT Operations & Support model.
• To support the rapid business growth and integration of our existing and future mobile financial services business, including but not limited to; business applications, handset applications / customer channels and back-office systems, supporting the operations of the Company.
• Additionally, this person may also support design tasks, and into the build and implementation phases for new deliveries.

Key Result Areas:
• Delivery of IT operational support model, using ITIL framework.
• The key objectives are high available and secure systems which meet customer and business objectives, by closely monitoring, proactively maintaining, and quickly / effectively responding to incidents.
• Implement a learning process so that incidents are not just dealt with in terms of fix / fail, but identify root cause analysis, knowledge sharing and learning practices to improve the overall Operations / Support capability.
• Support flexibile architectural vision / long-term maturity path to support future business requirement.
• Positive engagement with technology and non-technology stakeholders which drives outcomes.

Key Responsibilities and Accountabilities:
• Collaborate with other professionals to determine functional and non-functional operational requirements for current, as well as new software or applications.
• Use tools and methodologies to proactively maintain and monitor systems.
• Use a standard incident response methodology.
• Determine root causes and implement long-term fixes / process improvements.
• Working with internal IT staff and other stakeholders, as well as external IT vendors, such as infrastructure supplier, core system, and middleware.
• Operate in a 24 / 7 support environment.
• Manage a team of staff, both internal IT, vendor, and Call Centre contractors.
• Set standards / SLAs and enforce based on ITIL.
• Operate under a strict information systems framework.
• Be the ‘receiver’ of new technology / product deliveries as project complete and they move into business as usual support.
• Communicate successfully all concepts and guidelines to development team for support requirements.
• Ensure software meets all requirements of quality, security, modifiability, extensibility etc. before you accept delivery.
• Support & work with Product team to input tech support perspective for new product initiation.
• Evaluate and recommend tools, technologies and processes to ensure the highest quality support platform.
• Use a standard support management tool (e.g. Zendesk) to manage the complex support requirements.
• Domestic & Regional travel may be required from time to time.

Experience, Functional Skills and Knowledge Areas:
Experiences: Proven experience as IT Operations Expert / Manager with over 7 years IT Operations experience
Education and qualifications: Bachelor’s Degree or Master’s in Computer Science or Technology
Functional skills and knowledge areas:
• Excellent knowledge of software and application support and maintenance.
• A very technical mindset with great attention to detail.
• Good knowledge of software development methodologies, tools, standards and procedures for high quality IT Support.
• Familiarity with ITIL / similar framework.
• Managing L1 – L3 support.
• Vendor management experience.
• Experience working with Amazon Web Services a bonus.
• Software development experience a bonus.
• Strong knowledge and sound skill in dealing with API management.
• Experience with security technologies (OAuth, SAML, OIDC, etc).
• Experience working with a rapid deployment environment / ability to quickly tool up a test environment..
• Experience within mobile communications and technology.
• Experience with Zendesk, SolarWinds, or similar support platform.

Language requirements:
• English (fluent written and spoken).
• Burmese is preferable and advantageous.