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Senior Manager - IT Production Management (NGEMR) Job Opening In Singapore, Singapore – Now Hiring Synapxe


Job description

Overview
Position Overview
Recruiting a highly experienced proactive IT professional with 8 to 10 years or more of hands-on experience in IT production maintenance support.

The candidate will demonstrate the ability to work with a team that is responsible to ensure seamless service delivery in a fast-paced environment.

This role combines technical expertise, leadership, and process management to manage regular maintenance schedule, drive production tickets resolutions, and ensure operational efficiency.

The role also includes ongoing professional development staying up-to-date with the latest software releases and patches.

A key requirement is certification in a Commercial Off-The-Shelf (COTS) product (Epic) suite relevant to the role, as well as a proven track record in maintaining production systems to ensure optimal performance.

Training and certification for the product will be provided.


Role & Responsibilities
Leadership & Management
Coordinate IT analysts within and across multiple teams responsible for production maintenance support
Oversee the resolution of production issues and track the status of service tickets to ensure adherence to priority and resolution time
Monitor performance metrics and provide regular reports to senior management on ticket status, resolution time, and overall team productivity
Drive continuous improvement initiatives to streamline incident management processes and reduce downtime duration
Host user engagement meetings to drive, deliberate, prioritise production issues priority and resolution plan
Lead a team of 2 to 4 direct reports and matrix team
IT Production Support
Ensure the availability, reliability, and performance of production environments
Coordinate the resolution of high severity production issues by directing the appropriate support teams, and ensuring timely and accurate updates are provided to the incident reporting team, users, and senior management.

This includes providing regular, clear, and actionable status reports at each critical stage of the incident, ensuring stakeholders are informed of progress and resolution efforts in a timely manner
Troubleshoot, resolve, and escalate critical production issues, ensuring timely resolution within service level objectives
Perform root cause analysis, lesson learnt on issues and collaborate with internal teams to implement long-term fixes
Lead the triage of production incidents, driving resolution and ensuring customer satisfaction
Lead and manage planned maintenance activities such as product release updates, resilience testing exercises
Professional Learning
Stay current with product updates and patches, gaining certifications on COTS products to maintain expertise in relevant technologies
Participate in bug fixing as part of professional development, enhancing technical skills and contributing to product stability
Collaborate with build team to apply fixes and enhancements to the production environment while ensuring minimal disruption
COTS Product Expertise
Maintain in-depth knowledge and expertise in relevant COTS products and how they are integrated into the production environment
Lead efforts to implement product upgrades, patches, and new features in alignment with company and industry standards
Work closely with vendors technical services and internal build teams to resolve product-related issues and ensure optimal configuration
Requirements
Bachelor's degree in Computer Science, Information Technology, or related field
8 to 10 years of experience in IT production maintenance support, with at least 2 to 4 years in a leadership or managerial role
Proven experience in managing service tickets, meeting SLAs, and working with technical teams in a fast-paced environment
Strong experience working with COTS products and tools, including certification in one or more relevant products
Strong troubleshooting, problem-solving, and analytical skills
Proven team player with good communication and interpersonal skills to collaborate with internal stakeholders and vendors
In-depth knowledge of ITIL processes and best practices, particularly in incident management and SLA monitoring
Proficiency in system monitoring, ticketing systems, and issue tracking tools (e.g., ServiceNow)
Ability to adapt quickly to new technologies and products while maintaining high service standards
ITIL Foundation certification is a plus
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