Purpose:
To manage a team of IT professionals and service providers to perform
technical support of all of the Airline’s applications, to ensure the high
stability of production environment by performing proper release management,
deployment management, proactive maintenance and service request to the agreed
service levels. To provide level 2 and 3 incident resolution in the agreed
timeframe.
Principal Accountabilities:
- Act as the focal point of technical
support for all Airline’s business applications, and each Lead’s role will
be accountable for a specific focus areas: Corporate and Back-office,
Passenger, Airline Operations and Cargo.
- Manage the Application Support Team and
ensure the team always has adequately resource to perform incident
management, problem management, release management, deployment management
and Service Transition/Acceptance for all enhancement and new applications
to deploy in production environment.
- Manage the Application Support Team and
Outsourcing Vendor to resolve incidents and problems within defined
service level agreement.
- Oversee all production systems performance
and provide recommendations on proactive maintenance activities.
- Perform proactive maintenance such as
oversee system performance, provide recommendations on proactive
maintenance activities, manage application support service providers on
performance monitoring and tuning, system house-keeping.
- Perform Service Transition Management to
ensure all projects and enhancements are delivered with proper transition
arrangement and documentation.
- Perform Change and Release Management such
as rollout planning of application changes and quality assurance.
- To ensure that the integrity of the
production environment is protected and that the correct components are
released.
- Prepare and maintain frequent repeatable
service requests in the Service Request Catalogue and communicate to the
business units of the services being provided.
Knowledge, Skills & Qualifications:
- Minimum 8 years working experience in IT,
with at least 5 years in people leadership role.
- Tertiary qualifications are essential.
- Able to handle multiple tasks and
coordinate tasks with multiple IT groups, service suppliers and business
users.
- Good managerial and supervision
capabilities.
- Excellent and effective communication and
interpersonal skills.
- Proven experience in managing outsourcing
and offshore service provider for application development, support or
maintenance.
- Experience in developing and negotiating
service level agreements.
- Experience in vendor management.
- Proven ability to effectively manage
relationships by facilitating and influencing decision making.
- Proven ability in driving change to effect
substantial efficiency and effectiveness gains.
- Strong analytical and decision making
skills.
- Ability to effectively understand business
operation, impact and manage the planning.
- Sound and practical experience in
Information Technology Infrastructure Library (ITIL) processes/practice
adoption is definitely an advantage.
Candidates who qualify for this position may kindly quote the Job Title in the subject of your email
and send your CV as an attachment in MS Word Document format to robert.hao@aviationconnexions.com
Only short listed candidates will be contacted.