IT Service Delivery Associate (Hybrid)
Principal Duties & Responsibilities
As an IT Service Delivery Associate, you will be expected to provide support to teams who build/manage platforms and ensure that all systems are performing as intended. In this role, you serve as the key person in taking proactive measures to ensure that the company continues to run at an efficient cost, being quick to identify any critical items that can lead to possible incidents/problems, and willing to propose any features/tools that can improve overall usability of internal tools.
The ideal candidate must be able to roll up his/her sleeves and work directly with internal and external stakeholders to solve challenging problems. He/she will be passionate about their work, detail-oriented, highly analytical, and have excellent problem-solving skills.
Job Responsibilities
Platform Monitoring
- Help monitor all features of the platforms, making sure that all day-to-day features are working properly
- Research on, and Implement new technological developments to ease monitoring tasks
- Monitor the DevOps processes within the organization and propose improvements
- Execute the Incident Management process: Manage the IT ticketing system, and ensure that all bugs/requests are addressed within the agreed timeframe
- Execute the Problem Management process: Proactively identify recurring issues and determine a permanent fix together with the tech team
- Execute the Change Management: Manage the change requests and communicate with the product managers and developers on the changes/improvements/fixes that need to be made
- Monitor and conduct risk assessments for the submitted change requests
- Conduct SLA reporting: Consolidate the tickets and create a report on ticket volume and SLA resolution times
- Identify features that can be improved to streamline operations
- Work hand-in-hand with process owners and product managers to create PRDs for these improvements
- Ensure that vendors of IT tools and platforms are performing as expected and stated within agreements
- Ensure that vendors are strictly adhering to their SLAs
- Build strong and lasting relationships with existing vendors
- Create reports and analyses of overall performance of vendors to justify contract extensions or terminations
- Source for possible vendors (if necessary) and conduct comparative analyses to ultimately propose the best-fit
- Propose and create project proposals to clients based on their specific IT needs
- Manage and oversee the deliverables of all the teams involved within an IT project to ensure that committed timelines are met
- Manage and oversee the expenses attributable to a project to ensure that project budget is not exceeded
- Build relationships with both internal and external teams to ensure that projects are smooth-flowing
Your Profile
After earning your outstanding degree at a top university, you have gained work experience in a top-tier e-commerce player, consulting companies, and/or in start-ups. Moreover, you have a proven track record of personal, academic, and professional achievements. Your knowledge of the internet and e-commerce sector in the region is impressive, as well as your high drive and ambition to perform. Independence, flexibility, and speed are as important to you as geographical mobility and international experience. Entrepreneurial drive, sales attitude, and the ability to achieve goals in a fast-paced environment complete your profile.
Key Qualifications
- 0-2 years experience in any IT field
- Minimum Bachelor's degree in a Business Management course, Computer Science, or has minored in any IT-related topic (Engineering or similar)
- Preference on someone who has PMP Certification & ITIL Certification
- Experience working with any e-commerce platform (e.g., Shopee, Lazada) is a plus
- Independent & proactive
- Positive attitude and willingness to learn new technologies
- Highly collaborative team player, detail-oriented and passionate with technology