CAREER OBJECTIVE

To perform IT Service Management activities in the IT infrastructure and security team including governance, reporting, tracking, strengthen the processes, continual service improvement, project rollout and smooth operation to ensure effectiveness and efficiency of systems to serve quality services.

YOUR RESPONSIBILITIES

• End to end accountability and responsibility of the whole ITSM function/domain and reporting.
• Perform incident, problem, change/release, service request/complaint and SLA management in line with ITIL frameworks.
• Lead the ITSM together with manage service partners and collaborate with respective stakeholders for continual service improvement.
• Lead ITIL processes automation in line with Touch Free Operation ambition.
• Monitor that all defined processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line.
• Lead the team and collaborate with respective stakeholders during incident to quickly resolved and resume the services.
• Provide expert problem management support especially on business critical and customer impact to ensure root-cause analysis is conducted and corrective action is followed through with any learning applied for future benefit.
• Perform Group level activities and regular reporting such as IT Performance Management, IT Perception Index, MTTR, MTBF, SLA and etc.
• Perform Audit activities together with both internal and external auditors to ensure all audit requirements are fulfill from IT side.
• Lead/Collaborate key activities with respective stakeholders (both Internal & External) and perform multi-vendor management (governance) to ensure stable operation, meet stakeholder’s expectation and deliver on time including SLA and KPI review.
• Track, monitor, evaluate and periodically review on overall processes of relevant activities, as well as coordinate and support to others functions to perform complex activities.
• Perform in-depth analysis and benchmarking relevant domains to adopt market best practices into organization.
• Support senior members in activities and proactively identify opportunities to advance the success of the business.
• Be accountable for other certain works as assigned from immediate superior level.

QUALIFICATIONS

• 5+ years’ experience in related functions
• Proven experiences on IT service management and ITIL
• Good inter-personal skills, proactive, self-motivated, self-learning, agile mindset, cross-functional interaction, good attitude, attention to detail and efficient communications on both English and Myanmar
• Ability to effectively prioritize and execute tasks in a high pressure environment
• Proven experience in leading team and vendor management
• Excellent organizational and coordination abilities