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About this position

The Control and Monitoring Center Team Leader is responsible for leading and managing the Control and Monitoring Center team to provide high-quality service to customers globally, ensuring efficient resource management and continuous improvement in operations.

Responsibilities

• Lead and inspire the Control and Monitoring Center (including the Network Operation Center and IT Support level 1) team in pursuing our company's objective providing the best quality of service to our customers globally.
• Efficiently manage the resources in the team (8 people, team working on shifts but this position is working on normal office hours) including hiring, training, setting performance objectives and providing guidance and support.
• Oversee and Optimize team workload, manage planning, and report transparently to the head of service delivery and senior management.
• Ensure incident response and communication meet SLA requirements.
• Drive Continuous Improvement of the group's initial build, including but not limited to ITSM systems, knowledge management tools, incident management tools, and reporting.
• Foster Collaboration with various IT and non-IT groups to maximize automation in operations.
• Act as the first escalation level for the Operations group.
• Coordinate and provide IT administration and service IT support for customers globally within a centralized shared service center in Bangkok.
• Coordinate and respond to user requests and incident/problems and log them into the ITSM application according to establish procedures.
• Foster a Positive Team Environment by promoting open communication, providing regular feedback, and supporting career development to boost team morale and productivity.
• Develop and Implement Training Programs to enhance team skills and ensure continuous professional growth, aligning with the latest industry standards and technologies and related to the strengths and weaknesses of the team.
• Coordinate and directly provide of 1st level technical support for applications, common infrastructure, system, network…

Requirements

• Provide IT support for International Banks different time zone within a centralized shared service center in Bangkok.
• Responsible for Staff rotating 24x7 (8 working hours per shift) Technical Support Line including weekends and public holidays.
• Response to user requests and incident/problems via online/phone/email and ticketing log them into ITSM application according to establish procedures.
• Provide first and single point of contact (SPOC) for global end-users pertaining to new/previously reported IT issues and resolutions to increase productivity.
• Provide 1st level support on all layers (network, applications, and desktop. Including all Bank systems for front office and back office, ATM and payment solutions).
• Ability to work remotely with local IT, development team, Corporate IT and vendors pertaining to service calls and issues/tickets.
• Develop professionally to increase technical, functional, and interpersonal competence.

Benefits