Digital Services Management Specialist

ROLE & RESPONSIBILITY Lead for Fully competent in enhancing Incident Level 1 (L1) and Incident Level 1.5 (L1.5) incident management with minimum requirement for Incident Level 2 (L2) and provide comprehensive solution to end User for Level 1 and Level 1.5 Supervise staff responsible for first level technical support, ensuring all incidents are properly documented, tracked and resolution occurs within client Service Level Agreement.

Define and implement user support services strategies and plans. Define, deliver, and manage user support services ensuring SLA requirements are being met and an optimized user experience. Monitor, measure, report and review current performance of services and ensure support capacity meets stakeholder needs. Provide a seamless end to end user support experience across digital, analog and face to face channels.

Manage multi dimension of complexity on IT service management, vendor management, as well as video/conference and broadcasting systems. Develop and enhance relationships with key stakeholders, actively managing expectations and monitoring satisfaction levels. Establish standard process for connecting to use IT services and service catalog for desktop computer, Mobile devices, and its software.

Plan, direct and control all activities related to Service Management, Service Integration and Technical Operations Monitors the pulse of the end user community, ensuring its needs are understood and met.

EDUCATION

Bachelor’s degree in computer science, Business Administration, Engineering, Engineering Management, or related fields. EXPERIENCE Minimum 5 years in IT from End User Support, project development, project management, IT infrastructure, or strategy and planning. Good Technical skill: Windows operating system 7.0 onward, Windows Server, Unix, LAN I WAN I internet , IP Phone, Regulatory compliance, Security, Mobile operating systems i.

e. iOS 9.3, Android, Software development life cycle, Service desk tool. OTHER REQUIREMENTS Good Soft skill: Communication, Leadership, Problem solving, Decision making, Result oriented, and Service mind.