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Service Controller (Infrastructure Management)
Ho Chi Minh City
Job No. r00278594
Temporary - Hybrid
Jobbeschreibung
Job Description
- Service Management Leadership: Lead and manage the ITIL service management processes, including Incident Management, Problem Management, Change Management, Service Request Management, Configuration Management, and Service Level Management.
- ITSM/tooling Functional Support: Be a liaison with the tooling support team/developers as it relates to configurations in ITIL processes.
- Process Improvement: Continuously evaluate and improve ITIL processes to enhance service delivery, efficiency, and customer satisfaction.
- Stakeholder Engagement: Collaborate with business stakeholders, IT teams, and external vendors to ensure alignment of IT services with business objectives. Maintain and develop customer relationship.
- Monitoring: Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and identify areas for improvement. Prepare and present governance meeting (Operational, Steering committees)
- Incident and Problem Management: Lead the resolution of major incidents and problems, ensuring root cause analysis and preventive measures are implemented.
- Change Management: Manage the change management process and CAB to ensure changes are implemented smoothly and with minimal disruption to services.
- Documentation and CMDB: Maintain comprehensive documentation of ITIL processes, procedures, and ITSM configurations.
- Ambassador for Accenture: Share Accenture success experience & legacy, Relay the local & regional messages & strategy, Ease the inter-site communication/cross cultural aspects
Qualifikationen
Must have
- Service management experience
- 2 years managing service contract in IT infrastructure
- Knowledge in IT Infrastructure Production environment
- Fluency in written and spoken English language is a must
- Good presentation & communication skills
- Automation mindset
- Market/IT Industry understanding
Nice to have
- BSc/MSc in Computer Science & Engineering or in business administration
- Cloud fundamentals, Experienced in Cloud based environment like GCP, AWS, Azure, AliCloud, etc is a plus
- ITIL V3 or V4 Foundation
- Interpersonal skills proficiency
- Good Leadership and management competencies
- Able to work flexible hours, including weekends by the needs of the business
- Able to work overtime, as needed
