Assessing the technical needs of staff or clients
Establishing and maintaining strong relationships across teams and with staff/clients
Measure service satisfaction levels and resolving system and application issues with the team to meet the SLA as per project contract
Managing and upholding the troubleshooting escalation process
Resolving system and application issues with the team to meet the SLA
Assisting with IT equipment sourcing and budgeting
Occasionally working with third parties to rectify issues
Identifying gaps in the support process and amending it accordingly
Effectively delegate any maintenance issues to be resolved on each shift and small projects to the right skills in the team, planning and managing
effective works
Adhere to daily and weekly checks to ensure smooth operation of site
Develop a Planned Preventative Maintenance (PPM) schedule, ensure full preventative maintenance is carried out, plan in missed maintenance activities, and lead the team to deliver effectively
Audit and ensure compliance of the engineering data systems
Schedule both internal and external work(s) maximising planned down time and reducing unplanned downtime
Attend various meetings and action/communicate instructions
Produce written reports and make presentations
Undertake continuous training and development
Perform root cause analysis and resolve problems
REQUIREMENT
Minimum 4 years experiences as an Operation Manager for Support and Maintenance Projects
Experience in customer service is essential, as is several years’ experience in a 1st or 2nd line IT support
Excellent software knowledge, including: Microsoft products, MS SQL, Exchange, and Apple iOS system
Excellent knowledge of IT services methodology such as ITIL, ITSM and others methodology (ITIL or ITSM Certificate will be an advantage)
Proficiency in Internet Languages, i.e., PHP, Linux, Apache, MySQL, and others
An Operation Manager is the connection between L1 line, L2 line, L3 line, and business clients/staff for support and maintenance projects.
