Lead, IT Services Management (Based in Petaling Jaya)

Job Description

A) ITSM Operations, Production Stability & ServiceNow Tools Support

• Major Incident Management: Able to drive business impacting incidents, with Command & Control to resolve the incidents and in turn minimize or avoid business impact
• Integrates and supports world-class 24x7x365 systems availability and performance through effective Incident, Change and Service Level Management processes, clear executive communications, and service recovery activities.
• Helms and leverages the ServiceNow / ITSM tool(s) / Slack and processes for

• Incident Management, Problem Management, Change Management, Knowledge Management, and Service Request Management.
• Applies ITIL framework into the IT Organisation for effective management and control. Sees through the implementation of the framework across the IT teams.

• Adopts and adapts the ITIL framework within day-to-day situations and responsibilities. Sets and enforces standards for IT practices and operation.
• Designs projects aimed at improving IT processes, systems and operations.
• In-Depth knowledge on CMDB and practical experience dealing with complex CMDB structure.

B) SRE adoption & Continual Service Improvement

• Champion SRE methodologies within our ITSM framework, ensuring seamless integration and support for continuous integration/continuous deployment (CI/CD) pipelines.
• Drive the adoption of best practices in SRE to enhance service reliability, scalability, and security within our IT service management processes.
• Collaborate with cross-functional teams to implement automation, monitoring, and incident response mechanisms aligned with SRE principles.
• Enables continual service improvement through the effective use of metrics and key performance indicators.
• Supports reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events.
• Establish Knowledge Management as a core practice within IS, including a repository of knowledge, the practice of managing knowledge through iterative changes, and the sharing of knowledge to different levels of the organisation.
• Supports the implementation of service management and reporting tools, including the analysis and administration of Service Level management tools to understand key performance indicators for service delivery.
• Knowledge or exposure to SRE best practices and/or implementation

Qualifications

• Tertiary Education in computer science, engineering, or equivalent experience.
• At least 8+ years of experience in IT Service Management, Technology Operations and Application Development
• Working experience or understanding of the ITIL V4 service management disciplines within the context of service development and service operations.
• Good analytical and problem-solving skills ability to develop hypotheses, frame problems, and generate relevant insights based on supporting data.
• Experience in implementing cross-functional process improvements and delivering results.
• Good technology experience in using and administering ITSM Tools like ServiceNow, Collaborative tools like Slack and Incident response tool PagerDuty etc.
• Excellent verbal, written, presentation communication skills.