Responsibilities

• Production incident management and communication

• Coordinate, lead and prioritize production support requests

• Ensure customer satisfaction through end-to-end support solutions

• Coordinating and validating new enhancements and application upgrades & deployments

• Facilitate problem-solving between client and development team (onshore and offshore team)

• Participate with development team (onshore and offshore team) in planning the new releases and project change request schedule with client

• Analyze and troubleshoot problems effectively while minimizing response time and resolution time with the team.

• Prepare incident reports and working with client

• Proactively optimize and automate support, monitoring procedures if applicable

• Develop and setup incident management (Severity 1, 2,3, 4) and change request processes with client and development team.

Requirements

• Degree holder preferably in Computer Science or Engineering disciplines

• Min 8 - 10 years of professional experience in application management support projects, ideally from IT Consulting

• Need to have at least 2 + years exp of solid PM/Assistant PM experience

• Solid experience in project management, production incident management and communication

• Hands on experience in coordinate, lead and prioritize production support

• Experience on confirming enterprise standards in terms of production support, system change

• Able to lead sizeable on/offshore team to achieve these goals

• Strong experience / knowledge in project management tools, techniques, and systems development methodologies and lifecycles, including Waterfall and Agile

• Sound Knowledge in SAP application technology: Java/ .Net/ ETL/ Package Solutions

• Excellent client facing and communication skills

• Ability to foster and build relationships, engage and influence others, work with diverse internal and global business units

• Good command of written and spoken English and Chinese (Putonghua is an advantage)

• Certification on Project Management will be an advantage

• Previous IT experience in consulting firm or services vendors is a plus

• Candidates with more experience would be considered as Senior Manager

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