Service Delivery and Deployment Manager

Develop work plan for service delivery team;

Manage day-to-day operation of service delivery and team performance;

Manage and monitoring on the escalation process to next level support;

Manage and monitoring of the response and resolution SLA on incident and

service request to ensure meet with agreed SLA;

Prepare internal control report that align with key risk indication;

Measurement of team work and customer satisfaction report;

Helping service delivery team with problem solving to ensure effectiveness and

efficiency of working;

Analyst the root cease of incident in order to provide solution and moving to

next level support;

Troubleshooting and provide correct analyst action;

Follow up with customer to identify area of improvement;

Drive and manage proof-of-concepts for automating T24 services and submit

results to Deputy/Head of department and other related stakeholders for

validation;

Coordinate with Application Development and Application Support units on

release management and code/application promotion ensuring accurate and

timely deployment;

Manage the installation of patches and T24 version upgrades, maintaining the

system at the correct version level based on product feature offerings, and

issue resolution needs;

Develop daily , weekly, monthly reports in order to produce more productivity

of service delivery team;

Develop service request and process flow enhancement to provide better

customer experience.

Bachelor degree in IT or Accounting/Finance;
Good knowledge of English;
At least 4 years experience in relevant works and knowledge of
T24 system;
Good knowledge of computer applications such as words, excel,
power point;
Core Banking experience, preferably T24;
Ability to work independently and with team;
Good analytic and communications skill (verbal/written);
Deadline oriented individual with proven excellent customer
service skills.