Production Support Specialist

Job Title: Service Level Management Specialist

Department: SMC

Reports To: Service Management Lead

Location: Kuala Lumpur, Malaysia + Onsite Office

Employment Type: Contract

1. Position Summary

This role is the single point of contact to facilitates, develops, enhance and maintains the overall Service Level Management process that is compliant to ITIL, and works with other team leads when process deficiencies or improvements are identified.

2. Key Responsibilities

Core Technical Tasks:

Service Level Management

•Good knowledge in service level management processes, procedures, and standard operating work.

•Collaborate with Service Delivery Managers (SDMs), account managers, and internal team leads to ensure SLA and OLA compliance/achievements

Performance Monitoring & Reporting

•Responsible for the Monthly Service Reporting content and ensure delivery of the report on time

•Review Monthly Service Reporting with SDM and Team Leads

•Compile, compute and calculate the monthly service level achievements

•Responsible to work with Team Leads to provide monthly service level achievements

•Create ad-hoc and daily reports

•Ability to provide dashboard view (power bi)

Tools & Technical Skills

•Intermediate knowledge of Microsoft Office (Excel, PowerPoint, Word).

•Experience with ITSM tools such as BMC Helix, ServiceNow, or Opentext.

•Ability to monitor and report service performance using Power BI or equivalent tools.

Security & Compliance:

•Compliance to Lenovo security and policies

Documentation & Reporting:

•Develop and maintain Standard Operating Procedures (SOPs) for Monthly Service Report, SLA calculation SOP, and any operation daily/adhoc reporting

•Ensure documentation is regularly updated and accessible for team use.

•Prepare daily, weekly, monthly, and ad-hoc reports for management review.

3. People Leadership (Include Only for Senior / Lead Roles)

Advanced Skills: None

Certifications: None

4. Required Qualifications

Education: Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.

Years of Experience: >1

Technical Stack: Excel, Powerpoint, Power bi (added advantage)

Core Competencies: Well-spoken in English

5. Preferred Qualifications (Nice to have)

Advanced Skills: Added Advantage

•Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be added advantage.

•Experience in Excel, Powerpoint and Power Bi

•Good problem-solving skills, background analytics, proactive attitude and focus on excellent customer service/support.

•Driven and able to multi-task, strong time management skills and strong team player.

Certifications: Ms Office, Power BI (added advantage)

Industry Experience: No

6. Working Conditions

Schedule: 9x5

Travel: None

Physical Requirements: Work in the ODC office (Bangsar South)