Trumid XT, a JV between Singapore Exchange (SGX), Trumid and Hillhouse Capital have collaborated with an objective to enhance liquidity and execution in the Asian bond market for global clients. We are seeking a Production Support Manager with ITSM background who is looking for a challenge in a start-up environment to join our growing team. Candidate must be internally driven to go the extra mile to provide a best-in-class service experience. In this role, the candidate will be responsible for supporting a growing e-trading platform and client user base.
Responsibilities:
- Discuss all production support aspects with application development management
- Provide technical support for several applications in the SDLC and troubleshoots issues
- Develop relations with business community and the out sourced service providers
- Planning and coordinating the resources and capabilities required to design new or changed services
- Planning and managing support for incident management tools and processes
- Provide additional support to existing production support procedures
- Define and manage scope, budget, schedule, priorities and risk throughout the multiple projects
- Arrange, assign, adjust and monitor shifts to have appropriate coverage
- Interact with infrastructure, release management, change management, QA, DBA and application teams
- Ensuring the consistent design of appropriate services, service management information systems, architectures, technology, processes, information and metrics to meet current and evolving business outcomes and requirements
- Coordinating interfaces between incident management & service management processes, across projects, suppliers and service teams
- Coordinating interfaces between design coordination, service transition planning and reporting and other processes
- Coordinate areas of communication within firm having impact on scope, budget, risk and resources
- Collaborate with management to improve and customize reports related to production support
- Prioritize issues raised and resolve it accordingly
- Coordinate escalation and resolution of major service issues
- Report promptly to management and business partners regarding critical outages until resolution
- Provide regular status reports to management on application status and other metrics
- Manage off-shore, outsourced vendor to an SLA and execution of critical situations
- Allocate support staff (first- and second-line) to resolve problems/incidents
- Improving the effectiveness and efficiency of service design activities and processes
- Driving the efficiency and effectiveness of the incident management process
Qualifications:
- Min. Bachelor s Degree or equivalent with relevant work experience
- 3+ years of project management, or related experience preferred.
- 3+ years ITSM experience for production support
