Vacancy Description
Job De ion
- Oversee the IT Incident, Request and Escalation processes to ensure high levels of performance, maintain accurate reporting procedures and establish action items for service improvement when required
- Take ownership of major IT incidents and support tickets, coordinate between different parties for resolution, maintain effective communication to stakeholders and drive post incident reviews
- Champion continuous high levels of IT service and support in projects by developing a strong understanding of how projects may impact service areas, and planning measures to minimize such impact
- Uphold the quality of IT service and performance by understanding future demand from business growth and projects, and factor in such changes into capacity plans for all associated systems
- Manage vendor performance through service level management
- Lead the support teams to continually improve the end user experience and custo...
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