AMS_Lead_Cob

Roles & Responsibilities:

Setup process, service metrics and KPIs for the Application Management services to various clients

Mentor and support team of service specialists or support agents, providing daily guidance and support.

Track and Monitor service delivery to clients, ensuring timely delivery and prompt responses to inquiries and issues.

Monitor and maintain service quality in the team deliverables

Act as an escalation point for complex or unresolved service issues and support for closure.

Assess individual and team training needs and coordinate relevant training programs to improve service capabilities

Responsible for process improvements, productivity improvements and process automation in coordination with the team

Responsible for service reporting to clients and management

Support Project Manager in team performance reviews, assessments and relevant improvement recommendations. Required skills:

Knowhow in IT systems

Experience in Application Management Processes, Governance and Policies

Experience in end to end Application Management and Regulatory Compliance framework and methodologies

Overview and Experience in Information, Project, IT Security and/or IAM and GRC Processes

Work experience with GRC tools will be an added advantage

Good working knowledge in MS office (Excel, word and PPT). Knowhow in excel functions (E. g. , Pivot table, charts , lookup functions, etc. , )

Professional oral and written communication skills

Know-how on ITIL service management processes will be an added advantage

Proficient in service management and reporting tools