Detail

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

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