Job Description:- Oversee service delivery operations by ensuring that the IT services align with predefined service level agreements (SLAs) and key performance indicators (KPIs).
Monitors the service metrics and analyses customer feedback to identify areas for improvement and implement corrective action.- Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.
Act as a point of escalation for complex customer issues.
- Lead the change, incident and problem management efforts by minimizing disruptions to maintain service continuity and quality.
Manages projects by creating timelines, adhering to budgets, and assigning staff members.- Proactively identify opportunities for continuous service improvement, recommending and implementing process improvements to enhance service quality and efficiency.
Build and maintain strong relationships with internal and external stakeholders, collaborating closely with business units to understand their needs and align IT services accordingly.
- Maintains a strong partnership with technology, software, and security vendor
Minimum bachelor's degree in Computer Science, Engineering or Information Technology or relevant fields.
- Proven experience in IT Service Management.
Strong Knowledge and Experience with ITIL Process and its implementation.- Experience in data analysis and reporting.
Experience in working with various IT domains such as Application Development, Infrastructure and Security.
- Experienced in using different project management methodologies such as Waterfall and Agile.
Experience in handling PCI DSS Audit is a plus.- Experience in payment gateway and or FinTech industry is a plus.
Have a good analytic for troubleshooting and problem-solving skills.
- Enthusiastic and willing to learn in a dynamic environment.
Job Type: Full-time
Benefits:
Company events Opportunities for promotion
- Promotion to permanent employee
Schedule:
On callSupplemental pay types:
13th month salary
