Edwards Lifesciences Manager, IT in Kuala Lumpur BSC, Malaysia
Lead a support team on daily operational support activities, monitors and manage team's performance; and report on metrics.
Builds productive internal/external working relationships by having close follow-up and collaboration with stakeholders (solution architects/ vendors/ technology & operations teams) to resolve issues or requests raised in a timely manner and meeting agreed service levels as well as KPIs.
Based on industry best practices and professional expertise, analyses ticket trends, identify opportunities, participates and contributes actively to problem management as well as improvement initiatives (in collaboration with various stakeholders) that will bring about operational excellence and improve customer satisfaction.
Shares knowledge, train and provides coaching to others
Identifies issues, troubleshoots and drives for the root cause based on application expertise and industry knowledge. Takes an end-to-end view of problem analysis across the dependent business processes and supporting applications. Uses knowledge article to aid in problem resolution and contributes actively to the knowledge database.
Understand the key stakeholders’ requirements/needs. Applies sound judgement and escalates where necessary. Provides clear and regular communication to end users and co-workers via oral and written communications.
Takes responsibility to understand business strategies, processes, system design/function and its related integration. Knows business critical applications and processes; as well as business impacts when services are not available.
Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring. Driven by a passion to help patients, the company collaborates with the world's leading clinicians and researchers to address unmet healthcare needs, working to improve patient outcomes and enhance lives. Headquartered in Irvine, California, Edwards Lifesciences has extensive operations in North America, Europe, Japan, Latin America and Asia and currently employs over 13,000 individuals worldwide.
For us, helping patients is not a slogan - it's our life's work. From developing devices that replace or repair a diseased heart valve to creating new technologies that monitor vital signs in the critical care setting, we focus on helping patients regain and improve the quality of their life.