This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role.
We reserve the right to change duties or assign additional duties at any time with or without notice.
People Leader Role : Yes
Key Accountabilities :
Effectively partner with the Senior IT People Leader / IS Operations Manager to formulate tactical and strategic plans to meet and exceed Service Level Agreements with the business unit.
Effectively manage daily operations on the team assigned by coordinating efforts with peers onsite and multisite.
Provide input to management with respect to staff performance; identify training gaps and development opportunities.
Conduct regular coaching / performance assessment and update quarterly the individual development plan of each staff.
Liaise with supporting departments to optimize service delivery; coordinate and relay information; identify potential problem areas and resolve or escalate them.
Ensure team documentations (SLA, SOP, Operational Management, etc.) are up to date and meets the standard set by the company
Review, collect, and summarize Operational Metrics monthly and conduct business / governance review.
Perform analysis on SLA and implement process improvements to further improve team performance.
Review attendance and performance incentives of the team
Manage and participate in projects and other duties as required.
Discuss Business Unit feedback on a real-time, daily, weekly, and monthly basis with the team
Work closely with the training departments to support ongoing training initiatives for the team.
Partner with HRM with regard to HR issues and concerns including disciplinary action cases.
Minimum Skills Requirement to Hire :
The candidate :
Bachelor’s Degree / Master’s Degree in Computer Science, Engineering or related field.
5 or more years of IT Experience
Team-oriented yet able to work independently
Preferably with previous leadership experience in IT industry
Soft skills requirement :
Excellent written and verbal communication skills. Ability to converse effectively using the English Language.
Ability to compose a grammatically correct, clear and concise email.
Organization & Planning :
Candidate must have good organizational, multi-tasking and time management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines.
Able to handle routine and non-routine task
Expected to perform as an effective leader (set goals, provide feedback, define accountabilities, etc.) to staff
Excellent escalation handling, coaching, planning, organizing and performance management skills.
Able to build and maintain honest, ethical and fair relationships with direct reports, peers, supervisors and customers.