Job Summary: Manage IT Service Management in providing support and management of its functions (i.e. QA , IT Service Governance and IT Service Desk) to ensure quality service delivery, support and meeting service level obligationManage, execute IT service management strategy and maintain operations to meet the global wide standards and best practices for service management;Form part of major incident management team;Raising service interruption notifications and making sure that correct focus and priority is given to major incident (P1/P2);Manage ITSM and quality assurance, business requirements, ensuring function/role/process meet the specification for deployment and support;Monitor service/operational level agreement available in place to support any issues, new/change services request from users;Develop a communication plan to keep all stakeholders informed on progress of IT services;Work in conjunction with all DKSH IT key stakeholders to identify, implement and drive service improvements to increase customer satisfaction;Acts as customer main point of contact for service issues and escalations;Accountable for business service problem and prioritization of request for specific business function under care;Conduct for periodic execution of Business Continuity Plan to ensure compliance with BCM framework, methodology, policy;Coordinate with IT Infrastructure team to ensure the IT Disaster Recovery facilities (Hardware, Software and Services) are compliance to the BCP requirement Coordinate;Create awareness with Business Users on the periodic BCP execution Review;Responsible on Business Continuity Plan to ensure the effectiveness of the Disaster Recovery procedures;Job Requirement:Candidates must possess at least a Bachelor s degree in Computing/Information Technology or its equivalent;At least 2-5 years’ experience in similar role;Demonstrate broad knowledge of IT applications and IT infrastructures (e.g. SAP, SharePoint, Network, Server, VMWare), IT service management and quality standard service orientation and understanding of issues relating to customer satisfaction;Familiar with IT service management and quality framework;Candidate must possess at least two (2) years of hands-on IT disaster recovery work experience, including progressive responsibility in at least one or more functional areas of Information Security, Information Technology, or Business Continuity;Abreast of the latest technologies and technological opportunities with the specific domain/expertise area;Proven competency to handle confidential/sensitive information in an appropriate and secure manner;Process-oriented. Hands-on and willing to look at details. High level of attentions to details and accuracy;Resourceful and able to work independently;Location: Menara KEN, TTDI
Type : Company job
Role : Junior Executive
Industry : Call Center/IT-Enabled Services/BPO
Salary : Not Disclosed
DKSH is the leading Market Expansion Services Group with a focus on Asia. DKSH helps other companies and brands to actively grow their business in new or existing markets. Publicly listed on the SIX Swiss Exchange since March 2012, DKSH is a global company headquartered in Zurich. With 735 business locations in 35 countries – 710 of them in Asia – and 26,700 specialized staff, DKSH generated net sales of CHF 9.6 billion in 2013. The company offers a tailor-made, integrated portfolio of sourcing, marketing, sales, distribution, and after-sales services. It provides business partners with expertise as well as on-the-ground logistics based on a comprehensive network of unique size and depth.
DKSH Corporate Shared Services Center
DKSH Corporate Shared Services Center (CSSC) is an award-winning Multimedia Super Corridor (MSC) status company located in Technology Park Malaysia, Kuala Lumpur. CSSC's capabilities include processing up to one million invoices each month and 10,000 electronic transactions daily for our business partners; connecting Clients with hundreds of interfaces; and possessing a network of multiple countries globally connected to state-of-the-art SAP, among others. Beyond IT, CSSC’s portfolio of services also includes Consulting & Advisory, as well as Business Process Outsourcing for Finance back office operations. Today, CSSC is a global hub for leading-edge IT services for the DKSH Group, setting new industry standards for market information access and comparability across Asia Pacific, Europe, and the Americas.