Función del empleo: Information Systems

Tipo de puesto: Permanent

Tipo de empleo: Full - Time

Localización: Shanghai

País: China

Preferred profile/ skills:

  •  Proven track record in handling outsourced “Operations” at multinational organizations in a regional role/ capacity
  • Minimum 3 to 5 years of experience in managing EAI (Enterprise Application Integration) projects in a multinational organization
  • Technical understanding of Integration domain (API Management, ETL, ESB, MFT etc… ) is mandatory
  • Proven ability to direct the activity of 3rd party / partners who are located both nearshore and offshore
  • Solid understanding and prior experience with ITSM with experience in working with ITSM tools such as ServiceNOW / Remedy etc..
  • Extensive experience and excellent professional skills in the area of “Service”
  • Fluency in English
  • High level of customer orientation (internal and external)
  • Prior working experience with following or similar Integration Technologies Informatica PowerCenter, IBM Sterling, Azure APIM / Apigee / Layer 7 & Tibco BW)
  • Working knowledge of DevOps as a discipline
  • Working knowledge of Transition methodologies from 3rd party partners (DEV to RUN/ BAU)
  • Pro-active, Self-motivated & Problem-solving attitude
  • Collaborative approach to working; Strong communication and organizational capabilities; and ability to work in a matrix/ multidisciplinary teams
  • ITIL/COBIT certified (must)
  • PMP certification will be a plus
Job objectives:
  • Deliver IT operational excellence that ensures the day-to-day delivery of Integration (EAI) Services across APAC
  • Participate in designing and delivering Integration (EAI) RUN Operations & Governance
  • Drive continuous improvement across Integration services in the current service catalog
  • Monitor RUN Operations and take corrective actions to achieve Incident /Problem & Change SLAs, Reduce and mitigate risks along with 3rd party partner
  • Monitor System Utilization, Administration and Maintenance to achieve optimal performance on all Integration flows
  • Track and improve Service Level to internal customers

Job description:

  • Maintain high performing service support function

  • Owner of the Incident, Problem, Service request, Change and Escalation processes; ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

  • Ensure a regular customer survey for your responsible services and have personal goals on improvement of service levels

  • As owner of the escalation process, the Integration Operations Manager takes ownership of major incidents to ensuring co-ordination of resolving parties, effective communication to stakeholders and post incident review (incl. root cause analysis)

  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed

  • Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed

  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

  • Drive internal and 3rd party service review meetings covering performance, service improvements, quality and processes

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