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Process Manager
2 weeks ago
Req14749
Location: Bangkok, Thailand
**Key Role Responsibilities**:
- Responsible for the overall management and coordination of all incidents throughout their lifecycle.
- Part of 24/7 situation management (SiMa) duty - “on call” on weekends.
- Continuously improve the process, procedures and other aspects related to Incident Management and reinforce their implementation across the organization.
- Work closely with the IT Operations teams providing timely support to end users and customers.
- Continue the buildup/implementation(globally) of the processes and tools for Incident Management.
- Measurement and reporting o Defining the KPI’s and SLA’s with the vendor and will be expected to monitor the adherence of the agreed measurements.
- Oversee all ticket requests for the TH; escalate and action as necessary.
- Understand the requirements of the business as it continue to grow and implement changes needed.
- Establish policies and procedures which ensure consistently high service performance, monitor employee satisfaction and feedback to develop improved processes.
**Professional qualifications**:
- Minimum 5+ years of IT experience with 3+ years in a similar position
- English Fluency
- International experience is preferable
- Must have ITIL V3 Foundation Certificate
- Knowledge of ITSM systems
- Experience working with Service Desk services
- Experience with process management
- Personal qualifications;
- A dynamic profile with a result-oriented approach
- Business acumen with well-developed in presentation and facilitation skills
- Ability to effectively handle multiple priorities and assignments
- Diagnostics and problem solving skills to achieve optimal performance.
