Responsibilities
• Managing multiple workplace projects ranging from 3000 to 9000 end user environment
• Provide solution and improve operation process for workplace managed service project
• Possess the workplace operation know-how to operate onsite, service desk and understand the deliverables
• Responsible for SLA and service management
• Manage and coordinate urgent and complicated support issues.
• Act as the escalation point for all requests and incidents
• Determine the root cause and ensure proper communication to customers and incident report
• Drive ticket deep dive on issues and develop strategies for improvement
• Well versed in Asset management framework with experience in managing large volume of endpoint devices
• Manage weekly and monthly meetings with the team
• Conduct monthly reporting to customer and stakeholders
• Continuous service improvement with 5% YoY on cost optimization

Requirements
• Bachelor's degree in information technology, Computer Science, or a related field.
• Minimum of 10 years of experience in IT operations, with at least 5 years in a managerial role, including driving Digital Employee Experience (DEX) initiatives. Critical thinking management
• Proficiency in managing end-user computing environments, including hardware, software, and network systems.
• Strong leadership and team management skills, with the ability to motivate and guide a team.
• Excellent problem-solving skills and the ability to troubleshoot complex IT issues.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.
• Relevant certifications such as ITIL, CompTIA A+, or Microsoft Certified: Microsoft 365 and Power BI are a plus.
• Experience with asset management frameworks and practices, including lifecycle management, inventory accuracy, and optimisation using data-driven and AI-assisted insights.
• Knowledge of automation tools and techniques, including AI-enabled automation, intelligent workflows, and the use of AI-assisted analytics to improve operational efficiency and service outcomes.
• Experience in applying AI-assisted analytics to identify incident patterns, predict service demand, and support proactive IT operations.
• Familiarity with AI-enabled self-service and virtual support capabilities, such as chatbots or intelligent knowledge systems, to improve end-user experience and reduce support workload.

Licence no: 12C6060