Service Operations Analyst

Reports To: Senior / Service Operations Lead

Service Operations Analyst is responsible to possesses great deal of initiative and strong communication skills to implement and maintain our Incident Management / System Change & Service Transition and Problem Management processes with regard to service capability within IT Service and Operations

• Execute operations management with leveraging AI ops platform and ITSM to achieve continuous improvement on Service stability and customer satisfaction.
• Execute user and service experience improvements based on related ITSM performance statistical AI analysis and data analytics with Artificial Intelligence/Machine Learning (AI/ML)
• Perform system and workflow improvements to enhance the Operation automation and customer self-service.
• Work collaboratively with Support teams to ensure customer service standards are met throughout the Incident Management, Problem Management and System Change & Service Transition management process.
• Identify and drive workflow improvements to enhance the Operation automation.
• Prepare regular reporting on Incident Management / System Change & Service Transition and Problem Management information, facilitate for regular review meetings
• Responsible for on call support 24 x 7 to ensure operations continuity and stability.
• Provide opportunities for staff to upkeep the cloud technology and industrial best practice for digital operations.
• Initiative to drive the automation to benefit the Incident Management, System Change & Service Transition and Problem Management

• Minimum 6 years working experience in IT industry is an advantage
• Tertiary qualifications are desirable
• Good command in English
• Able to follow management decisions
• Ability to work independently with minimal direction
• Ability to effectively understand business operation.
• Able to handle multiple tasks and coordinate tasks/problem solving with multiple IT groups, service suppliers and business users
• Able to work on shift
• Innovative mind setis preferable.
• Customer service oriented and good team player
• Strong problem solving and analytical skills with good sense of urgency
• Good and effective communication and interpersonal skills
• Good and practical experience in Information Technology Infrastructure Library (ITIL) processes/practice adoption of Incident Management / System Change & Service Transition and Problem Management are definitely an advantage
• Demonstrated focus on customer service excellence (Mandatory)
• Good understand of Machine Learning and Artificial Intelligence.
• Knowledge of ITSM tool (BMC Remedy, ServiceNow…etc)
• Knowledge of monitoring tool (Catch Point) configuration, Microsoft Power BI, Microsoft Azure Fundamental, AWS cloud is preferable.  

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