Service Level Manager

Key Responsibilities:

• Work with business stakeholders to assess business impact during a major Incident to drive appropriate urgency via the Command Centre to support the ongoing operations of Claims APAC.
• Advocates on behalf of business teams to ensure operational readiness for change activities, ensuring the production environment is protected at all times
• Proactively evaluates and reviews service levels / performance with business and technology service providers
• Assess service health and bring together relevant parties to resolve service impediments impacting service performance
• Provides meaningful reporting and analytics regarding production tickets to drive the following:
• Backlog incident tickets management (i.e. be the conduit between business & IT Support teams to eliminate dependencies & prioritize Incident resolution)
• Repeat Incident Analysis to drive proactive Problem Management
• To devise Service Improvement Initiatives
• Ensures a cohesive, high quality service is seen by the business by working closely with other IT teams across the enterprise to ensure service
• Functional (dotted) reporting into the Regional Head of Application Production Support to align with Regional Production Support best practices

Tools Knowledge & Certifications:

• ITIL, PMP, II, H&S, NICET, IAT, III, IRIS, ET, ICD certified
• Knowledge of MS Excel, Word, Visio, Project, Jira, and PowerPoint

Work Experience:

• 10 12+ experience in working in Production Support environment
• Minimum 2-3 years experience in a lead role as a Service Level Manager or Production Support Manager
• ITIL - Service Level Management (Level Expert expected)
• Good understanding of the overall IT infrastructure
• Experience working in regional and global environment
• Exceptional communication skills, written and verbal, and ability to clearly articulate messages
• Strong quantitative and qualitative analysis, problem solving, and troubleshooting capabilities
• Insurance domain knowledge and experience.
• Technical ability to drive troubleshooting of Frontend / API / Batch integration across different teams
• Basic knowledge in how components talk on a network and how to troubleshoot connectivity; i.e. WebServices/API, DB calls, Batch
• Drive Observability implementation for availability and response time/quality of Business Service for User