Operations Lead

Operation Lead cum IPC role is responsible for managing and monitoring Service Level Agreement’s (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.

Responsibilities

1. Lead and drive the service delivery and projects implementation
2. Manage and communicate with key holders on operational support daily
3. Monitor and ensure SLAs are met, issues escalated and prioritized
4. Act as the point of contact for account delivery
5. Responsible for service delivery of account and prioritization of work requests
6. Work with NEC Business to integrate new, enhanced and existing service offerings for the account
7. Provide the customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer’s business
8. Identify operational gaps and drive to ensure closure, both internally and externally
9. Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams
10. Ensure annual customer survey meets the expected customer satisfaction rating
11. Work on financial cost priorities to ensure a balance between customer satisfaction and Company’s business objectives
12. Any other ad-hoc duties as required or assigned
13. Be the point of contact when there is any Incident/Problem/Change
14. Follow the SOP for any major incident outage
15. Be the point of contact for any major incident (Need to be on standby)
16. Assist support team on the onboarding process (Products, Support Team, Escalation Matrix)

Requirements

1. Bachelor Degree or Diploma in Information Technology / Information Systems / Computer Science, Business IT or other relevant disciplines
2. At least 3 years of relevant experience
3. At least 2 years of IT outsourcing experience with proven ability to work in large groups and for large accounts to lead large teams
4. Proven success in achieving project milestones and broad technology awareness
5. 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
6. Strong business acumen, customer focus and good financial management skills
7. Self-motivated and pro-active in resolving issues and identifying new opportunities on the account for NEC
8. Effective interpersonal skills both written and presentation
9. Strong analytical and problem solving skills, combined with the ability to provide quick resolution to problems
10. Experience in coaching and staff development is mandatory
11. Experience in ITIL process
12. Technical competent for both EUC and Network support
13. Good in reporting / Analysis (using excel or any tool)
14. Good in MS Excel and some basic formula (Vlookup, Pivot, Macro) for reporting purpose
15. Having experience to lead a team of 5 - 10 engineers.