IT Service Operation Manager (Cloud/ Linux/ English)

This role coordinates customer technical team and in-house product/development/support team to classify/solve incidents, reporting to the HSO. The candidate must be self-initiating and have hands-on experiences of services management processes. This role will work with Management to successfully deliver product and services The responsibilities of the individual in this position include: Participate in incident management, problem management and other service management processes. Provide technical support and troubleshooting assistance to resolve the issue Coordinate with appropriate departments/ team (Product/ Development/Support team) for the efficiency incident handling  Allocate resources to promptly address incidents and support activities and ensure effective resource utilization Schedule and conduct support sessions across multiple teams. Responsible for delivering solutions to problems agreed upon by stakeholders Conduct / Feedback to internal for improvement and optimization with post-mortem  Lead the investigation of incidents to determine the root causes and prevention  Ensure comprehensive documentation of incident details, known error issue and outcomes Customer Satisfaction and Relationship