IT Service Delivery Senior Analyst |
|||
| Posted: | 05/07/10 |
|
|
| Recruiter: | Chris Consulting | ||
| Reference: | CI110 | ||
| Type: | Permanent | ||
| Salary: | Attractive Salary | ||
| Industry: | Analyst, IT Manager, Network Administration | ||
| Location: | Singapore | ||
| Description: | Our client, a global Energy company, operates a Service Operations organisation with global accountability for service desk, desktop support, market data, trader voice and service improvement and strategic projects that are specific to the unique time and compliance sensitive trading environment. Our client maintains a close relationship with Global Operations & Infrastructure for the provisioning of group services including networks, enterprise systems, active directory, desktop build etc. This role will be will be accountable and ensure that all services performed in support of Trader Voice or MRL (must record lists) users is completed appropriately and quality checked before the user is released to operate. Scope will include all remote sites tagged to the region in Singapore. Responsibilities: Accountable for day to day service delivery of the MRL user and Trader Voice activities performed by the team To assure all MRL activities are performed per standards and processes and there are no MRL or Trader Voice Incidences Works closely with Subject Matter Expert and Continuous Improvement analyst to identify process gaps and assists in deploying new/revised tools and processes in the MRL and Trader Voice application space Works with incident response team and Subject Matter Expert to resolve incidents/problems and support in timely completion of RCA’s Relationship management with the vendors’ service desk, as well as the Telecom service providers Escalation point for all MRL and Trader Voice activities in the region Works with Subject Matter Expert to update documentation of new processes and fixes and update existing entries in the global knowledge base. Accountable for vendor training including remote sites Requirements: Experience of working in a high-volume desktop/service desk support within a trading environment Experience of mentoring and supporting junior analysts within a support environment Experience with MRL technologies including: Windows XP Professional, Windows XP Home and Windows Mobile 2003 A range of computing platforms, (desktops, laptops, tablets, PDAs and mobile phones) Local Area Networking (LAN) and remote access services (such as VPN) Microsoft Office (2003+) productivity suite including VBA macro programming Corporate messaging using Outlook/Exchange platform for thick client, web-based email and handheld devices. Instant messaging using Windows and Yahoo clients. Experience with Trader Voice Technologies including: Current Trader Voice technology - ITS.Netrix plus Cisco IP Telephony (CallManager v4.1) Current Voice Recording technology - Nice Logger, voice recording storage (EMC Centera) Strong communication skills, i.e. very customer-focused, articulate and methodical Proven skills in IT problem analysis / diagnosis and resolution Experience in dealing with multiple IT service delivery support/supplier organisations Experience in managing service integration projects Coaches and mentors the team to improve performance and delivery Experience in working with service delivery organizations (both in-house and third party supplied) and good inter- and intra-team relationship building skills. | ||
|
|
Recruiting Now             | |
| Copyright © 2010 Top Jobs Asia Pte Ltd. Terms & Conditions | Privacy | ||