Senior Production Service Delivery Lead

zenith infotech (s) pte ltd.; Singapore; Vor Ort; SGD 90.000 - 180.000; Vollzeit

Zusammenfassung

zenith infotech (s) pte ltd. is seeking an experienced IT Infrastructure & Application Support Lead to oversee L1–L3 production support, ensuring SLA-aligned incident triage and resolution. You will drive change and release management, monitor service health, and manage vendor performance and budgets.

The role emphasizes strong problem management, post-incident reviews, and maintaining comprehensive runbooks and documentation to reduce escalations while ensuring security and audit readiness.

Qualifikationen

• Bachelor’s degree in IT, Computer Science, Engineering, or a related field (or equivalent experience).
• 5–8 years in application or infrastructure support and maintenance, including 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.

Aufgaben

• Oversee L1, L2, and L3 support, ensuring incidents and service requests 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.
• Manage problem management and root cause analysis to prevent recurring issues.
• 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, track budgets, licences and renewals, and report on performance.

Kenntnisse

Team leadership

Incident & problem management

Change management

Vendor management

ITIL 4 Foundation

Cloud certifications (AWS/Azure)

Ausbildung

Bachelor's degree in IT/CS/Engineering

Jobbeschreibung

zenith infotech (s) pte ltd. is seeking an experienced IT Infrastructure & Application Support Lead to oversee L1–L3 production support, ensuring SLA-aligned incident triage and resolution. You will drive change and release management, monitor service health, and manage vendor performance and budgets.

The role emphasizes strong problem management, post-incident reviews, and maintaining comprehensive runbooks and documentation to reduce escalations while ensuring security and audit readiness.