The candidate is expected to be a team leader to the onsite engineers, as well as a mentor to solve problems that the members cannot resolve. It is crucial for the candidate to drive and meet the SLAs of incident management, change management, and task management, and also generate reports to present to the client.

Job Description

• At least 5 years of experience operating in an Enterprise environment and service management processes (L2 or L3).
• Expected to be able to solve, provide workaround and guidance to complex technical problems in case L2 engineer cannot resolve.
• Experience in delivering IT operations, incident management, and change management is preferred (ITSM and ITAM).
• Lead and manage engineers, ensuring that tasks, incidents, and projects are delivered as expected.
• Develop and maintain service management documentation.
• Enforce service management according to client's processes and workflows.