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Job Descriptions: Lead design, continuous improvement of the ITSM processes such as incident management, problem management, change management and SLA Monitor and tracking to ensure the incident and problem management process that execute meet incident/problem SLA Lead IT NOC (monitoring) Team for online system and EOD batch to ensure all system availabilities meet SLA (Uptime) Ensure the availabilities of application, infrastructure and other tools necessary for the delivery of high quality IT Service Work with platform Engineering Team for Cloud infrastructure, monitoring tool Work with Helpdesk/Endpoint Team for Laptop, O365, AzureAD,Sharepoint and Endpoint security Qualifications: At least 10 years works experienced in IT Service Management, Incident Manager, IT Operation, NOC/SOC, IT helpdesk 5 to 8 years experience working with the ITIL Frameworks and leading and ITSM tool and/or process team Experience with Cloud infrastructure, Cloud monitoring and Cloud Security Knowledgeable in System Admin, DBA and Network Practical experience of ITIL and ITIL certifications Strong leadership and team management skills with a customer-focused approach.