IT Endpoint Escalation Workflow Strategist - Singapore River
Private Advertiser Singapore River Full-time
About the role
As an IT Endpoint Escalation Workflow Strategist, you will be responsible for driving the development and implementation of efficient escalation workflows for the company's endpoint management services. This critical role will involve collaborating with cross-functional teams to streamline incident response and ensure seamless resolution of IT issues.The role is based in the Singapore and is a full-time position.
What you'll be doing- Analyse existing escalation processes and identify areas for improvement to enhance efficiency and responsiveness
- Design and implement robust endpoint escalation workflows that optimize issue resolution times
- Collaborate with various endpoint department (network, security, identity, device management etc) to develop clear communication channels and handoff procedures
- Serve as a subject matter expert, providing guidance and training to ensure adherence to established escalation protocols
- Monitor and continuously refine the escalation workflow to address evolving business needs
- Contribute to the development of knowledge base articles and process documentation
- Analyse escalation data and provide insightful reports to stakeholders and drive continuous process improvements
- Minimum 10 years of experience in IT service management, with a strong focus on incident escalation and workflow optimisation
- Proven track record in designing and implementing effective escalation strategies for endpoint management services
- Excellent problem-solving and analytical skills, with the ability to identify and address root causes
- Strong communication and collaboration skills, with the ability to work cross-functionally
- Familiarity with industry-standard IT service management frameworks (e.g. ITIL)
- Proficiency in data analysis and reporting, with the ability to translate insights into actionable improvements
- Experience in leading training and change management initiatives
- Competitive salary and bonus structure
- Comprehensive health and wellness benefits
- Opportunities for professional development and career growth
- Collaborative and supportive work environment
- Work-life balance initiatives, including flexible working arrangements
Apply now to join our dynamic team and be a part of our continued growth and success.
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