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.

Degree holder preferably in Computer Science or Engineering disciplines

Min 8 - 10 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 in 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 or Chinese

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

Experienced in FICO, SD, Basis, BW, or SAP RPA is a plus