IT Service Management Specialist

Overview

Soft Space WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Responsibilities

• Change / Release Management : Lead and manage the change and release management lifecycle, ensuring minimal disruption to IT services. Collaborate with development, operations, and other IT teams to plan and execute changes, releases, and deployments. Utilize ITSM tools to manage change requests, releases, and documentation, ensuring adherence to established protocols. Develop and maintain comprehensive documentation for change and release processes, promoting best practices and consistency. Analyze and optimize change and release management processes to enhance efficiency and effectiveness. Proactively identify potential risks and issues, taking corrective action to ensure smooth transitions.
• Incident / Problem Management (Assisting NOC Team) : Assist the Network Operations Center (NOC) team in logging, tracking, and escalating incidents. Collaborate with the NOC team to investigate and diagnose the root cause of incidents. Support the NOC team in communicating with users regarding incident updates and resolution progress.
• IT Management : Assist with IT asset management, including tracking inventory, software licenses, and hardware lifecycles. Manage the acquisition and renewal of software licenses, ensuring compliance with licensing agreements. Maintain relationships with IT vendors, negotiating contracts and managing service level agreements (SLAs). Generate reports on IT service performance and identify areas for improvement. Support the implementation of new IT services and technologies.

Required Skills and Qualifications

Must-Have

Nice-to-Have

Details

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