Olympus Việt nam ★ 4.3

Main responsibilities:

This role supports to streamline service processes to ensure successful customer satisfaction, contributes to the day-to-day operations and works with service providers to improve levels of service availability and minimize downtime. Moreover, it includes supporting continuous performance monitoring and implementing a customer-centric business approach as a result of cross- departmental efforts and initiatives.

1. IT Infrastructure Monitoring
- Orchestrate and control the day-to-day IT operations as part of the overall IT infrastructure.
- Monitor and coordinate the operational processes and third-party service providers to ensure stable, safe and efficient IT operations.
- Oversee the change, incident and problem management process (backlog management) and collaborate with the relevant teams and external service provider.
- Monitor servers, networks, and computer systems ensuring that they work reliably and securely using dashboards and alert management systems.
- Oversee troubleshooting processes by launching alerting processes and coordinating service restoration.
- Ensure IT security and compliance with relevant regulatory requirements and company policies related to IT service management.
- Ensuring IT Infrastructure devices are kept up to date with the latest security patches and updates.
- Monitoring for potential risk and vulnerability within the Local Business and Infrastructure and working together with the Global IT Security Team for mitigation.

2. Process Alignment
- Help streamline processes to ensure that support teams have the tools needed to drive customer satisfaction.
- Contribute to the alignment of service operations processes to the change, incident, and problem management processes (including incident logging, prioritization, and task assignment).
- Support the development of technical and process standards for IT infrastructure architecture.

3. SLAs and Performance Management
- Work closely together with the Provider Management to monitor SLA delivery of third-party service provider.
- Manages third party service delivery escalation.
- Work with service provider to improve levels of service availability and minimize downtime.
- Review performance statistics and feed into required reporting dashboards.
- Contribute to the development and management of the IT service budget, ensuring that resources are allocated appropriately and cost-effectively.
- Working with the Country & Global Finance and Provider Manager to ensure the monthly, quarterly and Yearly forecasting, and actual billing is reviewed and submitted timely manner

4. Continuous Improvement
- Help develop a customer-centric business approach with cross-departmental efforts and initiatives.
- Identify technical improvement and innovation potentials for IT infrastructure services and coordinate their implementation with external IT infrastructure service providers and internal application teams.
- Improve the user experience and security of current IT infrastructure services and implement optimization measures together with other departments and external partners.
- Drive innovative and customer-oriented development and standardization of IT infrastructure services.

5. Other responsibilities / duties as assigned.