Job Description

Scope

Actively manage and interact with customers to assist on product services, queries, and relationship building.
Monitor progress and obtain updates on incident resolution, providing timely updates to tenants.
Conduct regular reviews on incident resolution rates and service request fulfilment turnaround, identifying opportunities for continuous service improvements.
Communicate advisories requested by product teams and issue timely maintenance notifications.
Build standard templates, knowledge bases, and AI‑enabled chat/response tools to enable staff to respond to enquiries efficiently and effectively.
Collate feedback and statistics across different channels, applying analytics and automation to advise product design/engineering on improvements and new features for roadmap planning.
Participate in process development, monitor outcomes, and provide feedback to ensure processes are fit for purpose, especially from the customer's perspective.
Review customer service requests, ensure quality of delivery, and prioritize deliverables.
Perform overall management of managed services: service delivery and operational deliverables (IT infrastructure and software applications).
Manage day‑to‑day production activities, ensuring business operations run smoothly and effectively.
Implement ITIL service management and security measurement to meet SLA requirements.
Govern adherence to incident management and change management processes.
Monitor, control, and support service delivery, ensuring systems, methodologies, and procedures are in place and followed.
Handle vendor management, ensuring deliverables meet standards and timelines.
Perform regular operational reviews, leveraging automation and AI‑driven monitoring tools to identify and implement service improvements.
Explore and deploy AI/automation solutions (e.g., workflow automation, predictive analytics, intelligent monitoring) to enhance efficiency, reduce manual intervention, and improve customer experience.
Perform other miscellaneous duties as directed by management.

Requirements

Degree or Diploma in Computer Science, Computer or Electronics Engineering, Information Technology, or related disciplines.
Minimum 5 years working experience as an application lead.
Self‑driven and able to work in a team and independently to deliver results.
Strong understanding and aptitude in service management.
Working experiences or understanding of the following will be an added advantage:
- Scrum/Kanban
- ITIL best practices
- AWS/Azure/Google Cloud services
- Atlassian suite of products
- AI/automation tools for IT service management (e.g., RPA, AI chatbots, predictive monitoring, workflow automation).
Experience in managing multiple vendors excellent stakeholder engagement and communication skills.
Excellent organisational and time management skills.
Ability to adapt to new technologies, including AI‑driven platforms and automation frameworks.
Proactive in communicating problems and needs.
Empathetic, analytical, and possessing outstanding communication/interpersonal skills.
Prior experience with Atlassian products, Jira, Scrum, and Kanban will be a good advantage.