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Manager, Service Delivery

Date: 02-Mar-2023

Location: Singapore, Singapore

Company: Singtel Group

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative. 

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

 

The Service Operations and Assurance role is responsible to ensure systems are in an optimal state to support the Mobile Commence Services, meeting service level KPIs, upkeep excellent customer satisfaction as well as adhering to the regulatory standards and requirements.  The scope includes:-

 

  • Manage daily operations, including service verification, system performance monitoring, system transaction reconciliation to provide end to end service assurance.
  • Manage customer and merchant complaints to ensure service issues are resolved in timely manner and adhere to the agreed SLA (Service Level Agreement).
  • Plan and perform Change Management, Patch Management and Configuration Management. Plan and implement system upgrades, security patches, regular system scans, etc.
  • Incident management & resolution: perform and coordinate service recovery activity expeditiously in times of service disruptions and minimize service downtime & revenue loss. 
  • To lead troubleshoot and perform (RCA) root cause analysis for software, hardware and network faults related to the service nodes to identify and mitigate issues.
  • Manage Business Continuity Planning (BCP) and DRP (Disaster Recovery Plan) to ensure high service availability.
  • Manage audit and regulatory (MAS) compliance to ensure corresponding guidelines and notices are adhered to and not breached.
  • Closely track annual budget (Opex) for system and service maintenance, and any other related expenses
  • Responsible for tracking and renewing system/service contracts with vendors in a timely manner.
  • Candidate is expected to work outside normal working hours to carry out upgrades and patching in off-peak hours.
  • Participate and prepare Tender Specification, Statement of Work (SoW) and evaluate vendor’s proposed solution in the tender process (i.e. RFI & RFP), if required.
  • Create and maintain critical documents are stored an well-organized in a central depository. For example: engineering test documentation, BCM documents, vendors contracts, SOP manuals and configuration documentation, etc.

 

Requirements:

 

  • At least 5 years’ experience in the area of service operations
  • An IT or Engineering based degree, preferably in the area of computer science, computer engineering or relevant discipline.
  • System OS knowledge and administration hands-on experience on some of following systems: Linux (RHEL, CentOS), Solaris, HP-UX, Windows, Oralce, MySQL, Postgres and/or SAN/NAS storage system. CISCO IOS. Veritas Netbackup.
  • Good knowledge of IP networking knowledge.
  • Experience in operating in the cloud computing environment will be of advantage.
  • Required to perform remote standby 24 x 7 basis for service recovery support.
  • Critical thinking and problem-solving skills.
  • Good interpersonal and negotiation skill, working independently is essential
  • Adaptability to dynamic environment
  • Self-driven and highly motivated