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 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 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 or Chinese (Putonghua is an advantage, non Cantonese speaking candidate may also be considered)
• 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