Responsibilities
- Production incident management and communication
- Coordinate, lead and prioritize production support requests
- Ensure customer satisfaction through end-to-end support solutions
- Coordinating and validating new enhancements and application upgrades & deployments
- Facilitate problem-solving between client and development team (onshore and offshore team)
- Participate with development team (onshore and offshore team) in planning the new releases and project change request schedule with client
- Analyze and troubleshoot problems effectively while minimizing response time and resolution time with the team.
- Prepare incident reports and working with client
- Proactively optimize and automate support, monitoring procedures if applicable
- Develop and setup incident management (Severity 1, 2,3, 4) and change request processes with client and development team.
Requirements
- Degree holder preferably in Computer Science or Engineering disciplines
- Min 6 years of professional experience in application management support projects, ideally from IT Consulting
- Need to have at least 2 + years exp of solid PM/Assistant PM experience
- Solid experience in project management, production incident management and communication
- Hands on experience in coordinate, lead and prioritize production support
- Experience on confirming enterprise standards in terms of production support, system change
- Able to lead sizeable on/offshore team to achieve these goals
- Strong experience / knowledge in project management tools, techniques, and systems development methodologies and lifecycles, including Waterfall and Agile
- Sound Knowledge in SAP application technology: Java/ .Net/ ETL/ Package Solutions
- Excellent client facing and communication skills
- Ability to foster and build relationships, engage and influence others, work with diverse internal and global business units
- Good command of written and spoken English and Chinese (Putonghua is an advantage)
- Certification on Project Management will be an advantage
- Previous IT experience in consulting firm or services vendors is a plus
- Candidates with more experience would be considered as Senior Manager
Employer questions
Your application will include the following questions:
- What's your expected monthly basic salary?