- Kuala Lumpur Federal Territory Malaysia
Kerja Sepenuh Masa, AMS Service Lead SPOC di Tap Growth Ai Federal Territory - Maukerja
Kongsi
Simpan
Lokasi Kerja
Penerangan Kerja
Tanggungjawab
Role Summary
Act as the primary client-facing SPOC for Application Management Services (AMS). Ensure service delivery meets SLAs, manage escalations, and drive continuous improvement in support operations.
Key Responsibilities
Act as the primary client-facing SPOC for Application Management Services (AMS). Ensure service delivery meets SLAs, manage escalations, and drive continuous improvement in support operations.
Key Responsibilities
- Own the AMS service delivery process – incidents, service requests, problem management.
- Lead weekly/monthly service reviews with clients and internal teams.
- Manage ticket aging, resource allocation, and shift handovers.
- Identify recurring issues and drive root cause analysis.
- Coordinate with functional, technical, and infrastructure teams.
- 6+ years in IT service management, with at least 3 years in AMS leadership role.
- ITIL v3/v4 Foundation certification.
- Experience with PeopleSoft or similar ERP support.
- Strong reporting skills (KPIs, SLAs, CSAT).
- Experience with ServiceNow or Jira Service Management.
Peringatan Penting
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