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Manager, Data Service Operations

Date: 03-Nov-2020

Location: Singapore, Singapore

Company: Singtel

This role provides you with the opportunity to be part of a dynamic team that delivers Enterprise Data Warehouse, Operational Data Store (ODS) and Business Intelligence capabilities for Singtel Group IT.



What We Offer

You will have a chance to work with the latest technologies in EDW, ODS and BI areas.


About The Role

The Manager, Data Service Operations is accountable for the day to day operations, application support and maintenance, capacity management, data availability and data integrity, performance and stability of Enterprise Reporting, Business Intelligence, Enterprise Data Warehouse (EDW) and Operational Data Store (ODS).


The incumbent will work closely with the internal teams and managing vendors' SLA and performance, supporting the applications running on various technology platforms ensuring system health and availability.





  • Track and monitor vendor performance in root cause analysis and problem rectification, including system changes required to prevent a recurrence of the incident
  • Track and monitor vendor performance against specified service level on incident resolution and system restoration
  • Monitor and drive closure of incident tickets
  • Coordinate and support in major incidents, including proper resolution closure and post incident review
  • Produce regular report for effective Incident management and resolution
  • Manage and handle user escalation
  • Monitor the effectiveness of the operation support processes and make recommendations on how to improve the process
  • Ensure that operation support procedures are documented accurately and regularly updated
  • Define, review and improve standards and guidelines for change management and release management process
  • Review projects and change requests to ensure quality solutions are delivered/tested before deploying into production environment to ensure that systems remain operationally optimal, and relevant to business.
  • Work closely with the vendor for proactive maintenance activities, and ensure the vendor conducts and monitors the maintenance activities.
  • Identify triggers of change in Business volumes and usage pattern, and ensure the corresponding capacity is actioned by the vendor.
  • Provide business requirements for appropriate backup and disaster recovery processes to ensure business continuity
  • Manage service providers to perform according to contracted service scope and requirements
  • Identify tools and ensure automation are implemented for the relevant processes
  • Plan and manage annual budget for operating expenses (OPEX) for application maintenance and license (or subscription) management
  • Cost controlling and report monthly operating expenses
  • Manage contracts, agreements and other service providers-related issues
  • Build, maintain and improve relationship with business leaders, Group IT domains (departments) and IT service providers to deliver value via data
  • Conduct periodic audit on service quality management on application maintenance services
  • Drive Group IT initiatives to the team
  • Work with the IT teams and business users to maintain the Service Level Agreement




The ideal candidate should possess


  • Bachelor’s degree in Business Management, IT, Computer Science, Computer Engineering or equivalent.
  • At least 8 years of experience in the area of data warehouse, BI & reporting and / or data management
  • At least 5 years of experience in vendor management
  • Hands-on experience in handling Incident Management, Problem Management, Service Level Management, Configuration Management, Capacity Management and Availability Management
  • Experience in managing and driving outsourced service providers to delivery and operations objectives
  • Experience in stakeholder management skills
  • Experience in procurement process and commercial negotiations with IT vendors
  • IT financial management and budgeting skills
  • Knowledge of BI technologies such as Cognos, Tableau, Power BI, Informatica or DataStage
  • Knowledge of Data Warehouse such as Oracle Exadata or Teradata
  • Highly organized, self-motivated, pro-active, and ability to manage time and resources
  • Ability to communicate clearly and effectively, both verbally and in writing
  • Quality oriented with a commitment to continuous improvement
  • Understand business needs and able to relate technical incidents to business impact