Service Management Manager

Position Overview

The successful candidate will be part of the Operations Response Group, leading the Incident Management, Problem Management, Change Management and Disaster Recovery functions.

Role & Responsibilities

·       Lead a team of Major Incident Managers, Problem Managers, Change Managers and Disaster Recovery Coordinators.

·       Lead and oversee major incidents (Severity 1 & 2) for all IT systems to ensure timely recovery of services.

·       Ensure closure of incident & problem tickets, meeting the agreed SLAs.

·       Ensure major incidents communications such as activating War Room for triage, Conference Bridge and send incident broadcast communication to all Synapxe stakeholders and provide regular updates via incident tracking dashboard until incident closure.

·       Collaborate and across multiple internal teams to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution.

·       Govern the process framework for standard incidents (Severity 3 & 4) and ensure SLA reporting for all severity incidents are produced on the agreed basis.

·       Oversee the Problem Management process to produce reports on Root Cause Analysis, SLA measurement and/or performance of incident & problem management and present to Synapxe management when required.

·       Oversee the Disaster Recovery Coordination and ensure flawless execution of the process.

·       Drive IT IPC contract/service provider’s performance for IT Operations and ensure Service Level Agreements have been fulfilled and established improvement plans.

·       Drive the annual IT Disaster Recovery Exercises.

·       Work closely with the monitoring teams to ensure potential major incidents are arrested at an early stage prior to impact.

·       Work closely with the Disaster Recovery team during yearly exercises and any real time invocation of DR services.

·       Maintain processes, templates and SOP, website and support information related to Incident, Problem & Change Management and manage relevant ad-hoc duties.

Requirements

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