Operation Lead cum IPC role is responsible for managing and monitoring Service Level Agreement\u2019s (SLA) requirements so as to ensure the contractual requirements level is met. The incumbent will maintain long term healthy customer relationships, acting as the bridge between clients and internal teams. The role requires the incumbent to demonstrate independence and strong leadership abilities to drive, excel and achieve goals.<\/p>\n\n\n\n
Responsibilities<\/strong><\/p>\n\n\n\n \u2022 Lead and drive the service delivery and projects implementation Requirements<\/strong><\/p>\n\n\n\n \u2022 Bachelor Degree or Diploma in Information Technology \/ Information Systems \/ Computer Science, Business IT or other relevant disciplines Operation Lead cum IPC role is responsible for managing and monitoring Service Level Agreement\u2019s (SLA) requirements so as to ensure the contractual requirements level is met. The incumbent will maintain long term healthy customer relationships, acting as the bridge between clients and internal teams. The role requires the incumbent to demonstrate independence and strong leadership […]<\/p>\n","protected":false},"author":25,"template":"","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":""},"_links":{"self":[{"href":"https:\/\/www.opusit.com.my\/index.php\/wp-json\/wp\/v2\/awsm_job_openings\/5687"}],"collection":[{"href":"https:\/\/www.opusit.com.my\/index.php\/wp-json\/wp\/v2\/awsm_job_openings"}],"about":[{"href":"https:\/\/www.opusit.com.my\/index.php\/wp-json\/wp\/v2\/types\/awsm_job_openings"}],"author":[{"embeddable":true,"href":"https:\/\/www.opusit.com.my\/index.php\/wp-json\/wp\/v2\/users\/25"}],"wp:attachment":[{"href":"https:\/\/www.opusit.com.my\/index.php\/wp-json\/wp\/v2\/media?parent=5687"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\u2022 Manage and communicate with key holders on operational support daily
\u2022 Monitor and ensure SLAs are met, issues escalated and prioritized
\u2022 Act as the point of contact for account delivery
\u2022 Responsible for service delivery of account and prioritization of work requests
\u2022 Work with NEC Business to integrate new, enhanced and existing service offerings for the account
\u2022 Provide the customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer\u2019s business
\u2022 Identify operational gaps and drive to ensure closure, both internally and externally
\u2022 Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams
\u2022 Ensure annual customer survey meets the expected customer satisfaction rating
\u2022 Work on financial cost priorities to ensure a balance between customer satisfaction and Company\u2019s business objectives
\u2022 Any other ad-hoc duties as required or assigned
\u2022 Be the point of contact when there is any Incident\/Problem\/Change
\u2022 Follow the SOP for any major incident outage
\u2022 Be the point of contact for any major incident (Need to be on standby)
\u2022 Assist support team on the onboarding process (Products, Support Team, Escalation Matrix)<\/p>\n\n\n\n
\u2022 At least 3 years of relevant experience
\u2022 At least 2 years of IT outsourcing experience with proven ability to work in large groups and for large accounts to lead large team
\u2022 Proven success in achieving project milestones and broad technology awareness
\u2022 Possess a full and broad understanding of the services required by the account and of other services and technology potentially available through NEC, along with good project co-ordination skills
\u2022 Strong business acumen, customer focus and good financial management skills
\u2022 Self-motivated and pro-active in resolving issues and identifying new opportunities on the account for NEC
\u2022 Effective interpersonal skills both written and presentation
\u2022 Strong analytical and problem solving skills, combined with the ability to provide quick resolution to problems
\u2022 Experience in coaching and staff development is mandatory
\u2022 Experience in ITIL process
\u2022 Technical competent for both EUC and Network support
\u2022 Good in reporting \/ Analysis (using excel or any tool
\u2022 Good in MS Excel and some basic formula (Vlookup, Pivot, Macro) for reporting purpose \u2022 Having experience to lead a team of 5 – 10 engineers.<\/p>\n","protected":false},"excerpt":{"rendered":"