Technical Service Lead Technical Service Lead …

Experian
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Competitive
Experian
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Competitive
Technical Service Lead
Management & Admin
  • Define the strategy for the team that can Transend beyond Support into Delivery and earlier stages.
  • Responsible for planning team work to execute projects and ensure consistent high quality of service
  • Controls the plan execution having full command and control responsibilities for the people in their team
  • Coordinates the work across several teams where applicable.
  • Responsible for the setting objectives and creating personal development plans for their team.
  • Follow and recommend improvements to departmental processes.
  • Line management for team members
  • Coach, Mentor, train team members to actively grow the team
  • The go to person that promotes and demonstrates "The Experian Way" mentality

Technical
  • Responsible for ensuring processes are in place and are adhered to.
  • Understand end-to-end infrastructure and application ecosystem to help build tools that can aid day-to-day operations work.
  • Provide technical guidance for system design, build & deployment.
  • Part-take in continuous research and design of automated solutions with the application support space.
  • Responsible for the identification and implementation of technical service improvements.

Knowledge Sharing
  • Provide the necessary technical training within the team to ensure constant knowledge growth of the team
  • Keep self informed about new advances in own technology areas and able to propose the implementation of state-of-art technology
Communication
  • Internal Stakeholder Management
  • Working Awareness of team Objectives and KPI's
  • Consult with clients and stakeholders to understand the market demands and plan accordingly
  • Produce content to drive Support as a COE in APAC

Incident / Problem / Change / Operations Management
  • Peer & Senior level Stakeholder management
  • Ensure highly stable solutions improving visibility of solutions whilst reducing downtime
  • Support the management of capacity planning, ensuring the solutions are secure and fit for purpose both now and in the future
  • SLA awareness
  • Ensure an exceptional level of customer service is delivered at all times
  • Provide solutions advice on EDA products
  • High level of change success rate

Finance / Commercial

  • Reduce overall cost of support to markets
  • Ensure high staff utilization and operational efficiency
  • Driving key business KPI's and targets (RFT, EBIT, Changes, SLA etc.)

Knowledge & Experience
  • Excellent analytical and problem solving capabilities
  • Proficient in at least one programming language.
  • 8-10 years of engineering/development experience.
  • At least 1 year of people management experience in a technology function.
  • Strong communication skills
  • Strong knowledge in linux/unix
  • Has working experience with Configuration Management, Infrastructure as Code, Build Management etc.
  • Experience working with cloud platforms, container technology is a plus.
  • Ability to multi-task, organise and prioritise
  • Excellent judgment, willingness to make decisions and ability to push back on others when required
  • Negotiating with and influencing internal and external stakeholders.
  • Ability to develop positive relationships with key stakeholders
  • Devops Experian is a plus
Qualifications
  • IT Degree level required
  • ITIL certification is required


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