**Responsibilities**:- Coordinating with the development team to resolve any outstanding issues.- Develop and maintain service level agreements (SLAs), operational level agreements (OLAs), and performance metrics to measure and report on service performance.- Managing and prioritizing multiple tasks and projects under tight deadlines.**Operational**:- Enforce ITIL Practices, ensure team following the standard processes.- Capability to handle business complaints/ queries, coordinate and work well with the team to manage effectively**Strategic**:- Strategic thinking in resolving escalations/ challenges encountered by internal team and vendors**Governance**:- Ensure managed service partner abide the correct process (access, deployment, testing)- Weekly/ Monthly review to ensure team works towards the expected KPI on resolving issues or requests**Qualifications & Experience**:- Bachelor's degree in computer science, Information Technology, Computer / Software Engineering or relevant courses- ITIL Foundation certification or higher- Understand and practice SDLC and/or Agile software development- Excellent communication and interpersonal skills, and able to work well with cross-organizational teams- Excellent in analytical thinking, problem solving skills, with an ability to handle complex issues effectively- Highly motivated, results-driven, able to multi-task, willingness to learn and think out of the box- Well-versed with any ticketing system and monitoring system (App Dynamics)- High capability to handle business / customer complaints and queries effectively- Flexible and committed, when the urgency is required to work beyond office hours/ different time zones, and the ability to work under pressure- Act as incident manager and communicate outages on major incidents to respective stake holders and management- Good and advance in technical background on Java,.Net and any other software- Good and advanced knowledge and skill in database such as MSSQL, MySQL, Oracle, etc- Good knowledge in API, webservices and other integrations technologies- Good knowledge in cloud technologies / solution- Advanced and depth knowledge in SQL Query / PLSQL- Understand either practice or adopting Agile methodology- Monitor/ Review Incidents, Problems, Service Requests & Change Requests- Enforce ITIL processes- Provide timely reports and updates to in-country stakeholders- Identify and address gap in apps support- Bridge between apps support and in-countr- Continuously seek for apps improvement plan to ensure apps stability
