Job Description
Monitoring and managing Jira Ticketing System, Incident, Service Request, Change Management and Problem Management for SGBU.
Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for pre and post-incident reviews
Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
Developing a deep understanding of projects to gain insights into the scope of service delivery
Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
Analyzing third-party as well as internal processes, and creating strategies for service delivery optimizationRecommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
Providing accurate and regular reports to the management on performance of the service deliveryBuilding strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
Collaborating with technical design teams to set standards for software, hardware, and security
Making sure that security vulnerability patches are applied effectively and promptly for all managed systems under SGBU.Operating Network
Requirement
Possess Technical Degree preferably in IT.
TIL Foundation or higher certification is a must
At least 3 to 5 years experience in Logistics environment
Experienced in Service Delivery Management
Knowledge in Jira Ticketing system is an added advantage
Knowledge in any scripting languages and API Management is an added advantageKnowledge in Google Workspace is an added advantageGood to have a Project Management skill set.
Strong written and verbal communication skills
