• Develop work plan for service delivery team;
• Manage day-to-day operation of service delivery and team performance;
• Manage and monitoring on the escalation process to next level support;
• Manage and monitoring of the response and resolution SLA on incident and service request to ensure meet with agreed SLA;
• Prepare internal control report that align with key risk indication;
• Measurement of team work and customer satisfaction report;
• Helping service delivery team with problem solving to ensure effectiveness and efficiency of working;
• Analyst the root cease of incident in order to provide solution and moving to next level support;
• Troubleshooting and provide correct analyst action;
• Follow up with customer to identify area of improvement;
• Drive and manage proof-of-concepts for automating T24 services and submit results to Deputy/Head of department and other related stakeholders for validation;
• Coordinate with Application Development and Application Support units on release management and code/application promotion ensuring accurate and timely deployment;
• Manage the installation of patches and T24 version upgrades, maintaining the system at the correct version level based on product feature offerings, and issue resolution needs;
• Develop daily, weekly, monthly reports in order to produce more productivity of service delivery team;
• Develop service request and process flow enhancement to provide better customer experience.