Service Delivery Manager

3 weeks ago

Malaysia Ascentis Pte Ltd Full time

COMPANY DESCRIPTION

**About **Ascentis**

Unlock Your Potential with a Growing and Dynamic Company.

At Ascentis, we are proud to be a leading CRM, digital, and social company with a track record of excellence. With over 50 prestigious awards under our belt, we have established ourselves as a trusted partner in servicing regional accounts across 13 countries in Southeast Asia.

Our success is rooted in our core values: PACT - professionalism, accountability, consistency, and teamwork. These values drive our dynamic and fast-paced environment, where results matter. We believe in fostering a culture of open communication, where every voice is valued, and ideas are encouraged to flourish. One of our key differentiators is our flat organizational structure, which promotes a collaborative and inclusive work environment. Our management team is hands-on and approachable, working side by side with our talented employees to drive innovation and achieve remarkable results. As a growing company, we offer tremendous potential for personal and professional growth. We embrace a meritocratic approach, recognizing and rewarding the contributions of talented individuals who thrive in a team-oriented setting.

We believe in providing ample opportunities for our employees to take on new challenges, learn, and advance their careers. If you are a passionate and driven individual seeking a rewarding career in a company that values your skills and potential, Ascentis is the place for you.

Join us on our journey of success and be part of a team that is shaping the future of our industry. We look forward to welcoming exceptional talent who share our values and are ready to make an impact. Together, we can ascend to new heights.

DESIGNATION : Ascentis - Service Delivery Manager (JB/ KL)

RESPONSIBILITIES

**Incident Response and Management**:

- Lead and coordinate cross-functional teams during high-priority incidents to ensure swift resolution and mínimal impact on services.
- Assess incident severity, communicate with stakeholders, and oversee the incident response process.
- Collaborate with technical teams to identify and implement solutions and fixes for incidents.

**Service Delivery**
- Monitor service quality, ensure SLAs are met, and address any service-related issues.
- Proactively identify opportunities for service improvement and implement best practices.
- Raise product features enhancement as required to address potential bottlenecks and service improvement.

**Level 2 Support**:

- Lead the team and provide technical support for complex issues that require expertise beyond Level 1 support.
- Utilise SQL queries and database management tools to investigate and resolve data-related issues, perform data patching, and ensure data integrity.
- Utilise strong problem-solving skills to investigate, diagnose, and resolve technical issues and root cause reported by customers.

QUALIFICATIONS
- Prior experience as an Application Support or Service Delivery, preferably in a fast-paced environment.
- Proficiency in IT operations or specialized expertise in incident management.
- Proficiency in.NET technologies, with an understanding of C#, ASP.NET, and related frameworks.
- Strong knowledge of SQL scripts, and experience in writing complex database queries for troubleshooting, store procedures, and performance optimization. Experience with Microsoft SQL Server platform, MySQL, Oracle.
- Knowledge in networking, security, access controls. (TCP/IP, HTTP, Load Balancers, Firewall & Proxies, Active Directory, LDAP) is preferred.
- Strong communication, both written and verbal with the ability to effectively convey technical concepts to non-technical customers, and interpersonal skills to interact with customers and internal team members in a professional, friendly and efficient manner.
- Highly motivated, self-directed, and proactive with the ability to work independently and as part of a team.
- Flexibility to work in shifts, including evenings, weekends, and holidays as per the company's requirements.
- Preferred Qualifications (Nice to Have)
- Familiarity with AWS Cloud practitioner concepts.
- Good understanding of customer loyalty program and eCommerce.
- Good understanding of relational database management systems (RDBMS) and database administration principles.

OTHER INFORMATION

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