Mô Tả Công Việc
Incident Management:
- Respond promptly to product incidents, coordinating with the Technology Production Support team and other departments to restore service or escalate to partners when necessary.
- Establish and continuously improve the incident management process, monitoring and optimizing processes to improve KPIs and customer experience.
- Plan and develop a Knowledgebase for the technology team to improve incident handling capabilities.
- Conduct regular meetings with team(s) to review service performance and identify areas for improvement.
- Identify and escalate issues to the relevant teams or third parties when beyond the scope of the team's capabilities.
- Ensure all cases are resolved within the defined SLAs.
Performance Management:
- Collaborate with business and product teams to define KPIs for products and services.
- Provide regular insights on the performance of products and services, enabling the product and delivery teams to identify areas for improvement.
- Create and deliver performance reports, highlighting key metrics and trends.
Capacity Planning:
- Analyse current demands for products and services.
- Identify the capacity of existing resources and determine gaps between demands and current capacity.
- Forecast future demands for products and services and monitor capacity utilization to take appropriate action and ensure optimal performance.
Service Improvement:
- Define SLAs for internal teams and assist in reaching agreed SLAs with partners.
- Collaborate with delivery and support teams to continuously review, identify, and implement improvements to the quality of products and services.
- Review and evaluate the results of service improvement efforts.
Team Management:
- Manage staffing levels of the Service team and forecast the resources required to maintain service quality.
- Provide training and coaching to team members to ensure they have the necessary skills and knowledge to perform their roles effectively.
- Review and monitor the performance of team members, providing feedback and support as needed to ensure efficient performance.
Yêu Cầu Công Việc
Incident Management:
- Respond promptly to product incidents, coordinating with the Technology Production Support team and other departments to restore service or escalate to partners when necessary.
- Establish and continuously improve the incident management process, monitoring and optimizing processes to improve KPIs and customer experience.
- Plan and develop a Knowledgebase for the technology team to improve incident handling capabilities.
- Conduct regular meetings with team(s) to review service performance and identify areas for improvement.
- Identify and escalate issues to the relevant teams or third parties when beyond the scope of the team's capabilities.
- Ensure all cases are resolved within the defined SLAs.
Performance Management:
- Collaborate with business and product teams to define KPIs for products and services.
- Provide regular insights on the performance of products and services, enabling the product and delivery teams to identify areas for improvement.
- Create and deliver performance reports, highlighting key metrics and trends.
Capacity Planning:
- Analyse current demands for products and services.
- Identify the capacity of existing resources and determine gaps between demands and current capacity.
- Forecast future demands for products and services and monitor capacity utilization to take appropriate action and ensure optimal performance.
Service Improvement:
- Define SLAs for internal teams and assist in reaching agreed SLAs with partners.
- Collaborate with delivery and support teams to continuously review, identify, and implement improvements to the quality of products and services.
- Review and evaluate the results of service improvement efforts.
Team Management:
- Manage staffing levels of the Service team and forecast the resources required to maintain service quality.
- Provide training and coaching to team members to ensure they have the necessary skills and knowledge to perform their roles effectively.
- Review and monitor the performance of team members, providing feedback and support as needed to ensure efficient performance.