Manager - Service Operations and Project Management (Channels Proj Del)

Role & Responsibilities

Project Delivery

• Manage project or multiple projects and drives cross functional teams in a structured and methodological manner to meet the business objectives.
• Plan and drive the required procurement activities including seeking the project scope and funding approval from the respective approving authority.
• Monitor and track project progress to resolve issues across different functions immediately and mitigates any potential risks early to avoid project failure.
• Lead cross functional teams, works in collaboration and coordinates with business users, internal and external teams, and vendors to ensure project is successfully completed within budget & scope, on time and with quality.
• Provide regular progress update to key stakeholders and management and escalate issues for resolution in a timely manner.
• Build partnership with internal and external stakeholders of projects.
• Articulate and influence to both internal and external stakeholders and work well in a team environment.
• See interconnections, anticipate operational issues across all parts of the projects and develop creative strategies to address them.
• Participate in annual work-planning and manage the estimation of budget for new demands. 

Service Operations

• Responsible for overseeing the maintenance and support of systems/applications to ensure they operate smoothly and efficiently.
• Provide on-going maintenance support for production systems/applications and 24/7 stand by support.
• Attend to user queries, analysis and investigation of production issues reported, ensuring the issues are fixed as per user requirement.
• Evaluate potential solutions and make recommendations to resolve application issues and user queries.
• Manage, and log issues received, track and monitor the progress of fixes in a timely manner, according to established Service Level Agreements (SLA)
• Conductsroot cause analysis for issues and implement preventive measures to prevent recurrence of issues.
• Lead and participate in the system integration testing (SIT) and user acceptance testing (UAT) prior to production implementation of changes.
• Lea and involves in change management process (Change Approval, Implementation, Testing, Deployment and verification)
• Lead and involve in administration matters such as contract renewals, SSL Cert purchases and renewals.
• Work with business users and build good rapport.
• Collaborate with vendors in implementing application patches, bug fixes and any necessary upgrades in accordance with OS/Software/Security policies.
• Participate in implementation of projects and enhancements to provide inputs and review maintenance support requirements.
• Collaborate with various internal teams (Infra/Database/Security/Cyber Defence/Data Centre Ops) to detect and remediate incidents, problems, and changes.
• Provide periodic updates and reports to internal and user management.
• Participate in annual work-planning and manage the estimation of budget for maintenance and support of systems/applications.