Global IT Operations Manager

At Klook, we love creating moments of joy. Our platform connects people around the world with experiences that bring a smile to their face, at a touch of a button. We are a global team of diverse Klookers who aim high, stay curious and drive the change we want to see. Together, we work tirelessly to make the world a more joyful place. Up for the challenge? Join us today! ​

Responsibilities

· Provide 1st, 2nd and 3rd line support based on ITIL

· Manage client expectations and measure client satisfaction to drive continuous performance improvement

· Ticket issue prioritization and management using proper tools and technologies

· Build Subject Matter Expertise in functionalities and solution

· Work closely with teams to troubleshoot software, hardware, or system configuration problems and identify and provide solutions

· Effectively document client issues and update knowledgebase articles and SOPs to improve solutions and processes

· Responsible for meeting support SLAs and reporting on SLAs and support KPIs

· Required to manage and support team shift schedule

· Team training and management including team building, mentoring and performance management

Qualifications

· Minimum of Bachelor of Computer Science, or other science, technical or engineering discipline

· Technical knowledge and experience in leading a Global Support Team is essential

Experience

· More than 8 years of work experience in managing a Global Support Desk for a multinational company following ITIL processes

· Experience in managing expectations, strong customer awareness is key

· Strong analytical and business skills

· Strong communication, presentation, and documentation skills

· Willingness to engage with business users and other technical teams globally

· Ability to work with minimal supervision and on multiple tasks simultaneously

· Excellent time management and prioritization of work tasks

· Strong team management skills

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.