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Executive, System Ops & Proj Mgmt

Date: 21-Nov-2020

Location: Singapore, Singapore

Company: Singtel

Project Management & System Operations Executive – Job Description

Importance of the Post:

The Executive is a member of a support unit within the Consumer Operations Group that makes up of customer fronting and supporting officers (users). The users, especially officers who serve customers either in call centres, or visit customers in their premises, rely heavily on systems to deliver fast and quality service in this dynamic and challenging telecom environment. As such, the Executive plays an important role in ensuring that these IT components work efficiently and effectively for the users.

The Executive will manage multiple projects (project management) and existing systems (system operations) concurrently. He/she will have to work closely with the company’s IT departments, vendors, users and other stakeholders. He/she will play multiple roles at the same time, business owner of system, project manager, communication manager, business analysts, test manager etc.

Roles & Responsibilities:

Project Management

Essentially, you will project manage development and enhancement efforts, or represent the group in other department’s system projects. You will work closely with stakeholders in designing and conceptualising new systems/system enhancements (IT skills not required) to deliver an effective and efficient system that meets users’ needs and management objectives. You will either drive the following activities, or work with the managers in implementing –

  1. Develop plans, scope, schedule, project management structure/framework etc.
  2. Define concept, design and structure of system with IT Solution Architect/Designer
  3. Gather and scope requirements with stakeholders – develop user requirement document
  4. Source and manage resource for application development & maintenance, hardware procurement, installation & maintenance etc.
  5. Setting up system management structure/framework that include designing processes (e.g. fault escalation), determine service levels, assigning roles and responsibilities etc.
  6. Manage and conduct user/system testing including securing test resources, facilities, result reporting etc.
  7. Manage implementation and post-implementation activities with stakeholders such as training, onsite support, conducting post-mortems, benefit analysis
  8. Produce, store and maintain updated documentations of plans, specifications, user manuals etc.
  9. Manage schedule and resources including tracking and reporting progress
  10. Engage, communicate and provide regular reports to management and stakeholders

System Operations

Being the business owner of several dedicated systems, the Executive will work with the Manager/Supervisor in managing vendor and IT Department to ensure system performance

  1. Formulate framework and devise processes to ensure optimal system performances
  2. Ensure adherence to IT security, audit policies and any matter related to governance and IT framework
  3. Documentation and knowledge update - maintain required levels of knowledge and updated documentation such as troubleshooting guide, user manual, functional specifications
  4. Vendor management – ensure that vendor performs according to contract terms
  5. Conduct regular reviews with stakeholders especially users – devise, plan and execute improvement efforts
  6. Proactive maintenance and preventive measures to ensure optimum system performance - plan, conduct and monitor, including management of system availability, data integrity and quality, system and data security.
  7. Fault resolution – including conducting root cause analysis and problem rectification, making system configuration changes required to prevent a recurrence of the incident.

Requirements:

  • Good communication and interpersonal (need to work with many parties) skills - B3 and above for GCE ‘O’ or ‘A’ English
  • Ability to take stress and multi-task
  • Analytical
  • Team player but able to work independently with minimal supervision
  • Organised - ability to plan and schedule
  • Keenness in maintaining awareness of new and emerging technologies
  • Customer-oriented
  • Proficiency in Microsoft suite (Word, Excel, PowerPoint) preferred