Flowserve Corporation APAC IT Ops Manager in Singapore, Singapore
Flowserve is the recognized world leader in supplying pumps, valves, seals, automation, and services to the power, oil, gas, chemical, and other industries. With more than 18,000 employees in more than 55 countries, we combine our global reach with a local presence.
The IT Ops Manager role is to manage all services related to IT operations (to include Service Desk, Desk Side Support, L2 Support and Customer Satisfaction) in the APAC region and to ensure that end users are receiving the appropriate and timely assistance. The individual will ensure high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels, and continuous improvement.
The person fulfilling this role is responsible for execution and adherence to the Incident Management process on a day to day basis. They need to have a good understanding of both the business and the IT landscape and the authority to influence peers and managers a like.
There will be one such manager in each region operating a FTS approach.
Provide support to the Global IT Director – IT Ops
Provide point of contact for business units in APAC.
Review departmental initiatives to ensure they support the overall strategic vision of the department, as well as the organization.
Conduct research on emerging trends in end user support.
Actively champion CIP related projects to improve service and reduce costs.
Track and analyze trends in GTS delivered services and generate statistical reports.
Identify, recommend, develop and implement end user training programs and documents to increase computer literacy and self-sufficiency.
Identify and make recommendations for user self-service support.
Manage the development and communication of help files, usage guides and FAQs for end users.
Manage the development, implementation and administration of vendor service desk staff training procedures and policies.
Manage change register for documents/procedures related to end user services and attend Change Advisor Board meetings.
Promote the Incident Management process
Ensure the Incident Management process is used correctly
Provide management and other processes with strategic decision-making information related to Incidents and potential problems
Ensure Incident Management KPIs are met
Ensure that the Incident Management process operates effectively and efficiently through 1st, 2nd, and 3rd line support and Third-Party organizations
Ensure Incident Management Staff are empowered in their jobs
Maximize the fit between people, process and technology
Provide the resolution of Incidents in a proper and timely manner as it is the end-responsibility of Incident Management. Ensure that Incidents are resolved in a proper and timely manner and the resolutions adhere to objectives set
forth in Service Level Agreements
Participate with the Incident Management Process Owner in developing and maintaining the Incident Management Process, policies and procedures
Drive the efficiency and effectiveness of the Incident Management Process
Produce Management Information
Monitor the Incident Management process, using qualitative and quantitative Key Performance Indicators and make recommendations for improvement
Play a key role in developing and maintaining the Incident Management systems
Manage Major Incidents
Escalate to Line Management if Service Levels are threatened to be breached
Identify training requirements of support staff and ensure that proper training is provided to meet the requirements
Identify opportunities for improving the tools used
Audit the Incident Management process
Escalate to Management and the Incident Management Process Owner in the event of a conflict between process and Management
Promote the Service Desk with the end-user community, through the maintenance of a web-page, info mails, bulletins and training Service Desk staff in communication skills, where needed
Provide L1 and L2 support staff with appropriate information to enable them to perform their function effectively. This includes process information, technical knowledge, record allocation information, and access to Known Error Information
Monitor incident trends and anticipate potential problems for proactive resolution.
Minimum of two years’ experience in a related field OR equivalent experience in a relevant field.
Experience working within large multinational corporations.
Ability to manage vendors and remote team members.
Proven experience in a strategic role.
Excellent communication skills.
Job Posting/Business Card Title: APAC IT Ops Manager
Primary Posting Location: Singapore, Singapore
Percentage of Approximate Travel Required: 5%
Job Posting Category: Information Technology
Employment Type: Full time
Auto req ID: 46408BR
Flowserve is an equal opportunity employer and makes employment decisions without regard to race, gender, disability or protected veteran status. Click here to learn more. Flowserve will also not discriminate against an applicant or employee for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co-workers Click here to learn more.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access www.flowserve.jobs as result of your disability. You can request a reasonable accommodation by sending an e-mail to email@example.com. In order to quickly respond to your request, please use the words "Accommodation Request" as your subject line of your email. For more information, read the Accessibility Process.