Shift Lead - Kuala Lumpur - Businesslist

1 week ago

Description

Shift Lead - IT Infrastructure and Application Monitoring

We are seeking an experienced Shift Lead to oversee IT infrastructure and application monitoring in a fast-paced environment within the financial services industry.

The ideal candidate will have over five years of IT service management experience, a strong grasp of infrastructure and cloud technologies, and practical knowledge of ITIL processes.

Key Responsibilities:

• Lead a team of Monitoring Analysts in a 24x7 operational setting, ensuring alerts are acted upon efficiently and escalated as incidents when required.
• Oversee adherence to Standard Operating Procedures (SOPs), compliance, and effective use of observability tools for incident detection and resolution.
• Provide leadership through team training, development, and performance management to maintain high engagement and expertise.
• Continuously refine incident recovery processes in collaboration with technical stakeholders and Problem Management forums.
• Ensure the generation and review of performance reports, client satisfaction metrics, and operational trends.
• Actively foster a collaborative and positive team environment, emphasizing motivation and professional growth.
• Proactively manage risk related to business compliance and IT regulatory standards.

Qualifications:

• Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years in IT service delivery and management roles, preferably in a Command Center environment.
• Practical experience in ITIL processes, including Incident, Problem, and Change Management.
• Familiarity with cloud operations on platforms like Azure and Google Cloud.
• Knowledge of cybersecurity frameworks and event management technologies.
• ITIL Intermediate (preferred).
• Certifications in Azure, Google Cloud, Linux, or CCNA are advantageous.
• Strong organizational and multitasking capabilities.
• Demonstrated ability to remain composed under pressure while maintaining a problem-solving attitude.
• Excellent collaboration and communication skills to work across teams and stakeholders.

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