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IT Operations – Shared Services

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00488178

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- Job description

Join Accenture and help transform leading organizations and communities around the world.  The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.  Choose Accenture, and make delivering innovative work part of your extraordinary career.
 
Team Management
  • Coordinates and supervise the work of a small - medium size team depending of the project requirements.
  • Performs the annual review of each member of the team.
  • Conducts the work planning and task prioritization for the team.
  • Provides guidance to and shares knowledge with team members and handling any escalations/operational issues.
  • Managing and mentoring operations and technical staff
  • Participating in recruiting and internal training initiatives
     
    Work with customer and define, develop and deliver key results in Systems, storage and network. Define processes (SOP) for all the said domains.
  • Manage a 24x7 team for the following
  1. Datacenter optimization
  2. Storage Transformation – Strategy planning and design.
  3. Data protection planning and feasibility.
  4. Server optimization strategy planning and design.
  5. Platform assessments and migration planning services.
 
  • Manage SLA for service requests and incidents.
  • Manage and provide support for MIM (Major incident mgmt.)
  • Report and Manage KPI
  • Accountable for all critical outages. Drive all critical outages to resolution in the quickest time possible.
  • Major Incident communication and coordination processes, involving all Third-Party Contractors and to the client
  • Resolve disputes regarding incident priority through agreement of the parties where possible
  • Put in a process to monitor overall ticket volumes and performance and audit ticket quality.
  • Facilitate Risk Tracking, identify and/or tracker identified risks and present to customer.
  • Drive improvements identification and where possible agree with customer on domain specific for both technical and process.
  • Consistently liaise with different towers in business units to share findings, best practices with an intension to improve SM efficiency.
  • Coach and mentor the team for improved effectiveness.
     
    Relationships
  • Interfacing with clients, project management, and creative staff to develop appropriate solutions to business problems
  • Participating in corporate initiatives focused on developing client relationship and assisting client on maintaining their standards and environments
     
    Project Management/Operations Management
  • Know and understand the scope and goals of assigned global/local project or initiatives.
  • Leading large, complex, multi-faceted projects
  • Define project planning phase identifying and scheduling major task and miles stones, base on project start and end dates.
  • Provide guidance to the offshore team in the administration of the company’s server environment. Required to cross administer, implement, support, and help in providing leads assistance on complex problems in the following environments: Windows, Linux, AIX, HP-UX, Unix(AIX), and VMware
  • Definition and execution of large scale programs and management of large concurrent projects; Scoping and planning large-scale, multi-component technology solution implementations.
  • Risk management. Identify any possible risk and prepare contingency plan for each risk.
  • Act as first point of contact and communication being the main channel of information and documentation.
  • Involved with planning and implementation of low to medium risk changes on high profile production systems and provide expert guidance as and when required
  • Resolve incidents affecting the operation/availability of high profile production systems for tier 1 in case of major issues
  • Provide expert guidance to manage and support data center services environment which will include Windows, Networking and related technologies
  • Analyze system performance indicators and recommend improvement actions
  • Schedule (local projects/initiatives) or attend (global projects/initiatives) progress meetings, reporting the status of the project.  
  • Track the work of project team members to assure their task are done with in schedule, identifying delays to reschedule related tasks and milestones to minimize the impact on the project
  • Assure that all time and expenses from the project resources are charge to the appropriate WBS.
  • Ensure all goals and objectives are achieved within budget and time.
  • Create monthly report and scorecard.
Qualification:
  • Min Diploma in any relevant course
 
All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development.  You’ll also have opportunities to hone your functional skills and expertise in an area of specialization.  We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
 
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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