Production Service Delivery Lead

Zenith Infotech Pte Ltd.; Singapore; In loco; SGD 110.000 - 170.000; Tempo pieno

Descrizione del lavoro

Zenith Infotech Pte Ltd in Singapore is seeking an experienced IT Infrastructure & Application Support Lead to oversee L1–L3 operations for production systems.

You will drive incident, problem, and change management, coordinate vendors, ensure SLA compliance, and maintain runbooks and security compliance. This role requires strong leadership, ITIL 4 Foundation, and 2+ years in a managerial capacity.

Competenze

• 5–8 years in application or infrastructure support and maintenance.
• 2+ years in a lead or managerial role.
• Experience managing multi-tier support (L1 to L3) for production systems under SLA.
• Strong incident, problem, and change management background.
• Experience coordinating vendors and handling customer escalations.
• ITIL 4 Foundation certification is required.

Mansioni

• Oversee L1, L2, and L3 support, ensuring incidents are triaged, resolved, or escalated within SLA.
• Manage the service desk, including ticket quality, escalation paths, and shift coverage.
• Lead major incident response, communication, and post-incident reviews.
• Coordinate corrective, preventive, and adaptive maintenance, including patching and upgrades.
• Plan and control changes and releases, including emergency fixes and maintenance windows.
• Monitor system health, availability, and performance, and act on alerts and trends.
• Maintain runbooks, knowledge base, and operational documentation to enable L1 resolution and reduce escalations.
• Ensure security and compliance, including vulnerability remediation and audit readiness.
• Manage vendors and third-party support against contractual SLAs; report on performance.

Conoscenze

Incident management

Problem management

Change management

Vendor coordination

Service desk management

Formazione

Bachelor's degree in IT/CS/Engineering

ITIL 4 Foundation

Strumenti

ITIL processes

Descrizione del lavoro

Zenith Infotech Pte Ltd in Singapore is seeking an experienced IT Infrastructure & Application Support Lead to oversee L1–L3 operations for production systems.

You will drive incident, problem, and change management, coordinate vendors, ensure SLA compliance, and maintain runbooks and security compliance. This role requires strong leadership, ITIL 4 Foundation, and 2+ years in a managerial capacity.