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Manager, Service Quality

Date: 14-Sep-2022

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.

 

Service Quality Manager will work together with a team of motivated, knowledgeable, and passionate IT Infrastructure management, Operation SME and Design & Build team, also, working closely with all the IT Application domains within Singtel. SQM is responsible for improving the overall Infrastructure service performance and governance the service by making sure all the processes are in place and team adhere to the process to support the day to day operations and manage key stakeholders. This is an opportunity for someone who is passionate and delivering new technology services for the IT Infrastructure.

 

  • Operations Management – includes vendor management.
    • Primarily responsible for end-to-end operation and service delivery from the outsourced vendor and other IT domain vendors to make sure business objectives are met on a daily basis. 
    • Driving potential major and major incident on 24/7 on-call rotation support.
    • Strong analytic and decision-making abilities during service outage.
    • Work under pressure and fast-paced environment to resolve issues quickly within SLA and ensure systems are available to support the business objective
    • Proven working technical experience to provide the timely and effective coordination while working with peers and provide reporting to top management.
    • Ensuring availability and performance of the Infrastructure systems that support the business application system, which included Servers, Storage, Databases, Middleware, Network, DC Hosting and Cloud & Container.
    • Participate actively in weekly service and security review meeting to make sure all Service Improvement plans, and security related tracks are delivered on time
    • Manage multiple vendor relationships, including contract & financial negotiations, technology, operation requirements and ongoing SLA & KPI deliver by vendors. Participate in BCP and DR exercise as planned and agreed.
  • Operations Triggered Project Management
    • SQM able to lead the continual service improvement plan related projects.
    • Initiatives and projects infrastructure at end of life to ensure up to date.
  • ITIL Processes: Service Management
    • Coordinate all problems, incident and change management initiatives based on ITIL best practices.
    • Participate in weekly Group IT CAB meeting to make sure all the changes which is impacting Infrastructure are properly evaluated from Risk management perspective
    • Drive major Incident Management resolution to meet within the agreed SLA
    • Track Problem Tickets closely to make sure issue is not repeated and vendor is closing RCA and PCA’s on time
  • Security Management
    • Make sure security patches are applied to all the infrastructure systems timely with risk-based approach.
    • Make sure all the systems are covered with antivirus, firmware is up to date and reviewed with vendor on weekly basis to manage the Infra services from security threat
    • Be alert on any new vulnerabilities and work with delivery team to roll out the patch
    • To ensure the alerts from ELK is properly managed especially security related monitoring. Example: IPS, Firewall, Server and database
  • Audit management
    • Participate in yearly external & internal audit to support the audit team to achieve the target with zero findings
    • Audit mindset on day to day operation to make sure the team follow and adhered to the defined processes
  • People Management – Internal & External.
    • To work closely with TI Members, vendors, stakeholders across the Group IT and Business domains.

 

Requirements:

 

  • Candidate must possess at least a Degree in Computer Science / Information Technology / Engineering or equivalent
  • ITILs Certified.
  • Minimum 10+ years of relevant experience in Infrastructure Management Services which includes Managing System, storage, Database, Middleware and Network components. 
  • Minimum 5+ years of relevant Experience in Infrastructure Management, Service Management, Vendor Management and Contract Management.
  • Technical skills in System Management, Database Management, Network Management, Vendor management, Security Management
  • Should have excellent interpersonal skills, independent and result oriented.
  • Problem solving and root cause identification skills. Strong analytic and decision making abilities.
  • Strong communication skills and able to articulate well.
  • Able to represent GIO to drive major incident with other supporting IT groups for resolution.
  • Effective communicator at all levels of the organization and outside with customers or third parties.
  • Actively contribute on service improvement plan and map support processes with ITIL framework.