Service Operations Engineering Manager

  • Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Experian Singapore
  • 24 May 19

Service Operations Engineering Manager

Management & Admin

  • Define the strategy for the team that can Transend beyond Support into Delivery and earlier stages.
  • Responsible for planning team work to execute projects and ensure consistent high quality of service
  • Controls the plan execution having full command and control responsibilities for the people in their team
  • Coordinates the work across several teams where applicable.
  • Responsible for the setting objectives and creating personal development plans for their team.
  • Follow and recommend improvements to departmental processes.
  • Line management for team members
  • Coach, Mentor, train team members to actively grow the team
  • The go to person that promotes and demonstrates "The Experian Way" mentality

Technical
  • Responsible for ensuring processes are in place and are adhered to.
  • Understand end-to-end infrastructure and application ecosystem to help build tools that can aid day-to-day operations work.
  • Provide technical guidance for system design, build & deployment.
  • Part-take in continuous research and design of automated solutions with the application support space.
  • Responsible for the identification and implementation of technical service improvements.

Knowledge Sharing
  • Provide the necessary technical training within the team to ensure constant knowledge growth of the team
  • Keep self informed about new advances in own technology areas and able to propose the implementation of state-of-art technology
Communication
  • Internal Stakeholder Management
  • Working Awareness of team Objectives and KPI's
  • Consult with clients and stakeholders to understand the market demands and plan accordingly
  • Produce content to drive Support as a COE in APAC

Incident / Problem / Change / Operations Management
  • Peer & Senior level Stakeholder management
  • Ensure highly stable solutions improving visibility of solutions whilst reducing downtime
  • Support the management of capacity planning, ensuring the solutions are secure and fit for purpose both now and in the future
  • SLA awareness
  • Ensure an exceptional level of customer service is delivered at all times
  • Provide solutions advice on EDA products
  • High level of change success rate

Finance / Commercial

  • Reduce overall cost of support to markets
  • Ensure high staff utilization and operational efficiency
  • Driving key business KPI's and targets (RFT, EBIT, Changes, SLA etc.)

Knowledge & Experience
  • Excellent analytical and problem solving capabilities
  • Proficient in at least one programming language.
  • 8-10 years of engineering/development experience.
  • At least 1 year of people management experience in a technology function.
  • Strong communication skills
  • Strong knowledge in linux/unix
  • Has working experience with Configuration Management, Infrastructure as Code, Build Management etc.
  • Experience working with cloud platforms, container technology is a plus.
  • Ability to multi-task, organise and prioritise
  • Excellent judgment, willingness to make decisions and ability to push back on others when required
  • Negotiating with and influencing internal and external stakeholders.
  • Ability to develop positive relationships with key stakeholders
  • Devops Experian is a plus
Qualifications
  • IT Degree level required
  • ITIL certification is required