Control and Monitoring Center Team Leader

2 months ago


Thailand Bred-IT Full time

**Job Title** **:Control and Monitoring Center Team Leader**

**Position type** : Full time, normal office hours.

**Place of work** : Bangkok, Sathorn district

**Department/Function** : Technology and Operations Department

**Reporting to Title** : Head of Service Delivery

**Lead Responsibilities**:

- **Lead and inspire the Control and Monitoring Center** (including the Network Operation Center and IT Support level 1) team in pursuing our company's objective providing the best quality of service to our customers globally.
- **Efficiently manage the resources in the team** (8 people, team working on shifts but this position is working on normal office hours) including hiring, training, setting performance objectives and providing guidance and support.
- **Oversee and Optimize team workload, manage planning, and report transparently** to the head of service delivery and senior management.
- **Ensure incident response and communication** meet SLA requirements
- **Drive Continuous Improvement** of the group's initial build, including but not limited to ITSM systems, knowledge management tools, incident management tools, and reporting.
- **
Foster Collaboration** with various IT and non-IT groups to maximize automation in operations.
- ** Act as the first escalation level** for the Operations group. This is a very hands-on lead role, the resources are expected to lead and also provide the required services to our customers.
- ** Coordinate and provide IT administration and service IT support** for customers globally within a centralized shared service center in Bangkok.
- ** Foster a Positive Team Environment** by promoting open communication, providing regular feedback, and supporting career development to boost team morale and productivity.
- ** Develop and Implement Training Programs** to enhance team skills and ensure continuous professional growth, aligning with the latest industry standards and technologies and related to the strengths and weaknesses of the team.

**CMC (Control and Monitoring Center) Team Responsibilities**:

- Provide IT support for International Banks different time zone within a centralized shared service center in Bangkok.
- Responsible for Staff rotating 24x7 (8 working hours per shift) Technical Support Line including weekends and public holidays
- Provide first and single point of contact (SPOC) for global end-users pertaining to new/previously reported IT issues and resolutions to increase productivity.
- Ability to work remotely with local IT, development team, Corporate IT and vendors pertaining to service calls and issues/tickets.
- Develop professionally to increase technical, functional, and interpersonal competence.
- Continue to refine Customer Satisfaction skills to better service the client.
- Participate to the continuous improvement of the team by suggesting amelioration points.
- Continue to improve the process by incorporating automation or eliminating wasted effort to make it more efficient.

**Education**
- Bachelor’s Degree in Computer Science/Engineering or equivalent experience.

**Language skills**
- Must possess excellent communication skills in English (both written and oral) to be able to work with international customers (France, Laos, Cambodia, Fiji ).

**Experience and Skills**
- At least 8 years' experiences in IT field
- Experience in IT support in Senior level / Team leader
- Ability to understand workflows and introduce orderly transition of additional work in the Control and Monitoring Center (CMC) environment
- Knowledge on at least some of these technologies:

- Microsoft Windows 10/11, Windows 2016 server and MS Office365
- Microsoft Active Directory
- LAN networking, VPN and TCP/IP
- Web Application, Database and Internet concepts and techniques.
- Linux System
- Monitoring systems (Zabbix / Nagios )
- Experienced with ITSM solutions (ServiceNOW, Jira Service Desk )

**Non-Technical Skills**
- Leadership skills and Critical Problem Solving Skills
- Written and verbal communication and interpersonal skills
- Collaboration skills and a team player
- Ability to provide professional presentation of metrics and reporting
- Ability to multitask
- Ability to work independently and without supervision
- Customer Service Oriented and ability to quickly establish comfortable & effective working relationships
- Ability to interact effectively with other technical and non-technical resources in a multi-cultural team environment
- Strong oral and written technical and interpersonal communication skills
- Excellent organizational skills
- Highly motivated

**What we offer**:

- Attractive compensation (includes fixed and performance bonus)
- Hybrid working mode with 2 days work from home per week with flexible working hours
- Additional 10 days of work from anywhere per year
- Work from home allowance for you to buy equipment to facilitate working at home
- Standby and Overtime allowance for Level 2 support employees who are required to work on a 24x7 bas


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