Objectives:

Deliver IT operational excellence that ensures the day-to-day delivery of Data & Analytics applications across the North Asia & SAPMENA region by driving continuous improvements in the current service catalog and monitoring RUN Operations to achieve SLAs, timely availability of the data, and mitigate risks along with 3rd party partners.

Role & Responsibilities:

• Lead the major & minor enhancements on LIVE applications.
• Lead/support new development initiatives.
• Defines and reviews SLAs and oversees performance.
• Coordinates and integrates the different contents and deliverables to ensure the overall consistency and coherence of the designed solution.
• Owner of the Incident, Problem, Service request, Change and Escalation processes; ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required incl. service transitions to RUN partner (as applications go LIVE)
• As owner of the escalation process, takes ownership of major incidents to ensuring co-ordination of resolving parties, effective communication to stakeholders and post incident review (incl. root cause analysis)
• Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed.
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Drive internal and 3rd party service review meetings covering performance, service improvements, quality, and processes.

Requirements:

• Proven track record in handling outsourced Data & Analytics “Operations” at multinational organizations in a regional role/ capacity
• Strong technical understanding of Data, BI & Analytics concepts (data warehouses, marts, big data, reporting and visualizations) is mandatory
• Working knowledge of DevOps as a discipline
• Proven ability to direct the activity of 3rd party / Vendor partners who are located both nearshore and offshore 
• Solid understanding and prior experience with IT Service Management (ITIL)
• Strong communication skills in English, both verbal and written
• Pro-active, Self-motivated & Problem-solving attitude
• High level of customer orientation (internal and external)
• Solid understanding of Google Cloud Data & Analytics tech stack will be a big plus
• Working knowledge of Transition methodologies from 3rd party partners (DEV to RUN/ Business as Usual: BAU)