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Senior Consultant

Date: 28-Sep-2021

Location: Singapore, Singapore

Company: Singtel Group

 

Singtel, Asia’s leading communications technology group, provides an extensive range of telecommunications and digital services to millions of consumers and businesses across Asia, Australia, Africa and the USA. With over 140 years of innovation behind us, we continue to push boundaries in our networks and services, to enrich lives and transform businesses.

 

Our core values – Customer Focus, Challenger Spirit, Teamwork, Integrity, and Personal Excellence – shape the way we work. We are passionate about making a difference and have an open and inclusive culture where everyone is empowered to do their best. Our diverse business means you will enjoy unique opportunities and rewarding experiences to learn and grow your career in a dynamic industry.

 

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 Operations Manager (Senior Consultant) is responsible for managing day to day support of an organization’s information technology activities, meeting customer’s requirements and Service Level Agreements. Ensuring that systems, services, and infrastructure work reliably and securely. Lead teams that develop and implement networks and servers, respond to user help desk requests, and monitor system stability and performance.

 

The IT operations manager provides guidance and leadership to the services render and its team, but also directly supports end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues

 

Key responsibilities

Project Delivery

  • Act as a focal point for all operational support related queries and issues
  • Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer
  • Regular review with support team to ensure that all support tasks and deliverables meet service levels
  • Ensure that regular reviews of the services provided ( Service Level Agreements (SLAs) and  Key Performance Indicators(KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
  • Notify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD) / Service Delivery Manager (SDM)
  • Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director (SDD) / Service Delivery Manager (SDM)
  • Review service request/enhancement effort, schedules and risk plans
  • Review and raise resource requirement
  • Review, monitor and report project health status

Customer/Vendor Management

  • Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business as Usual (BAU) support operations
  • Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly operation reports) within the agreed timeframes

Business Development

  • Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Service Delivery Manager (SDM) for development of that opportunity
  • Act as a focal point for gathering of operational information for development of any opportunities

Team Management

  • Delegate operational tasks effectively by providing clear and specific instructions and goals
  • Plan, track and monitor the tasks assigned to the team leader/ members
  • Participate in leadership activities and providing performance feedback and developmental coaching
  • Monitor and improve team performance, providing leadership, coaching, and performance management

Services Availability

  • Monitoring an organization’s IT infrastructure for irregularities and performance issues. Assesses data and error logs, along with any reports, to determine areas for improvement. In this aspect of the role, may also determine  to recommend as and when necessary

 

The ideal candidate should possess

  • Degree in Computer Science / IT or equivalent
  • Experience in managing IT Infrastructure operations
  • Technical Skills on IT infrastructure, including servers and networks
  • Experience in supporting Public Cloud
  • Certification in ITILv3 Foundation

 

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.