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Manager, System Management & Support

Date: 12-Nov-2020

Location: Singapore, Singapore

Company: Singtel

Key responsibilities:

 

  • To become the SME with a good understanding and overall view of how these key systems interacts with and interdepend on each other’s output to generate the necessary outcome expected by the users
  • Assess the relevancy, validity, cost savings vs cost avoidance and ROI of all project requirements to ensure alignment with operational needs. Provide recommendation on solutioning options (enhancement, integration, procurement) together with IT partners
  • Establish if CAPEX or OPEX budget has been catered for and is made available by the project requestor  
  • Ensure a good understanding of existing solutions and system to determine if the project/ change request can be met through enhancement of the existing systems/ solution or purchase of new systems/ procurement is required
  • Analyse new requirements from requestors and where possible, conceptualize innovative solution to those requirements
  • Responsible to understand the feasibility of all change request and upgrades and where applicable, translate these requirements into technical terms to facilitate understanding by both IT and the vendor. 
  • Act as the Business project lead during requirement gathering phase and be the main coordinator to help rope in relevant project members from business to ensure that full requirements are captured. 
  • In the event that procurement is required, to act as the bridge between IT/ Procurement/ Legal/ Risk/ Finance and end users in order to help ensure that all necessary processes (e.g. RFI/ RFP/ clearing Infosec) and paper work (Biz cases/ SOW) are observed or prepared
  • Conduct briefing as and when there are changes to system feature / functionality impacting the workforce planning team
  • Support system maintenance activity by assisting in sanity test (where applicable) to ensure functionality is in order for next day operations 
  • Manage the relationship with vendors and ensure that responses from them to our reported incidents and feedbacks are timely and effective. At the same time, to continuously keep abreast of new features and function from vendor and evaluate if their implementation would be beneficial to our users
  • To conduct POC on new features and function from vendor to assess its validity for our use cases and viability to operation within our environment
  • Monitor the OPEX and CR spend to ensure that budget is not exceeded and to conduct regular review of those spend with the objective of reducing them
  • To be cross trained and act as the backup for other key system such as WFO/ WFM/ Lexar/ Messaging/ AI Chatbots

 

Requirements: 

  • Degree / Diploma with at least 3 years of experience in operations related role (PMP/ Prince 2 Certified & ITIL Certified will be an advantage)
  • Vendor management and experience with Quality Assurance and customer feedback systems
  • Proven records of Project Management skills and strong stakeholder management 
  • Competency in excel and power point
  • Strong analytical/ negotiation and conflict resolution skill
  • Must be comfortable working with numbers
  • Must be comfortable in planning
  • Experience in procurement will be advantageous
  • Good presentation and communication skills
  • People management
  • Customer Focused
  • Detail oriented
  • Self-motivated with Growth/ learning mindset
  • Ability to think out of the box
  • Passion for innovation and use of technology to solve everyday problem
  • Sense of urgency/ ownership when dealing with issues