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Senior Specialist,ICT Request Fulfilment

Date: 05-May-2021

Location: Malaysia, Malaysia

Company: Singtel Group







Senior Specialist, ICT Request Fulfilment


Report to:

Assistant Manager, ICT





Sub ordinate:







  • End-to-end governance and management of all the activities involved in executing and administration of the Request for Change (excludes Project Requests)
  • Review client’s request and confirm all business requirements are stipulated and clear.  Contact customer for any clarifications.
  • Determine if a request for change is a preapproved, simple or complex request and quote accordingly. Correct classification of Requests is essential to prevent revenue loss.
  • Ensure that all Requests are sufficiently complete and assessed in their labour, hardware, software and carriage requirements. Requires Technical competency.
  • Review client contractual pricing and billing method and determine if request is quotable. Ensure that all customers are quoted as per current client contract
  • Accountable for accurate quoting and ensuring the technical and cost integrity of all cost elements in a quote, including third party costs and maintenance costs as applicable. Govern all Third Party engagements to ensure they are quoted (with associated revenue from customer), requirements understood and delivered upon and invoices do not exceed invoice.
  • Ensure that the quote has been accepted by the Customer (and Purchase Order provided if required for billing), prior to any work commencing.
  • Logging and allocating all Requests into Request for Change system within the agreed SLA.
  • Driving the teams to ensure that information relevant to in-progress requests is kept updated.
  • Govern OB TAC Implementation teams, Carriage and Third Party vendors to ensure requirements are understood, work is scheduled and executed in parallel as applicable.
  • Driving the implementation teams to ensure all Requests are completed as scheduled and within SLA
  • Manage the appropriate Groups to

            o Ensure CDMB is updated with any changed or new configurations for accurate                   device billing

            o Add new devices under monitoring and maintenance to enable Optus to identify                 incidents in a proactive manner in addition to protecting Optus Maintenance                       revenue stream.

  • Ensure Requests are sent to billing accurately and in a timely manner to enable billing within 3 months of implementation and prevent revenue loss. To enable this to occur drive the completion of the post implementation tasks of CMDB Load, Monitoring and Maintenance in a timely manner.
  • Ensure the Request for Change Calendar is kept current with all planned and scheduled work.
  • Ensure clients are made aware of all planned work and outage notifications.
  • Only 13% of ICT Customers have a CDM, this role is therefore required to perform the customer engagement on requests where no CDM position exists.
  • To provide high levels of customer service and resolving problems/issues with clients in a constructive manner.
  • Communicate customer needs back to Optus, and utilise and co-ordinate all available resources to ensure appropriate solutions are provided to meet those needs
  • Validation of requirements with customer. Reviewing the quote with the client as required. Agreeing an implementation time for the request with the client.
  • Interface with technical resources in the TAC, Projects and Transitions and Optus.
  • Interface with Carriage as applicable.
  • Interface with Third Party Vendors as applicable
  • Interface with SDM, CDM, TDM and AEs
  • Work with Transitions to review, sign off and accept new customers into ICT OB Managed Environment once the acceptance criteria has been met. Identify any alterations from standard process and ensure process alterations noted on CKB for specific client. Check if Client is secure / non-secure and update Customer Allocation listing. Update all documentation with and customers transitioning out.
  • Review and approve all Third-Party Vendor invoices against quotes and liaise with Procurement for payment.
  • Identify bottlenecks in the processes and work with associated Assignment groups to resolve for example Maintenance / OB Renewals, Solution consulting, OB TAC Groups, OSS, Third Party vendors, Carriage, Procurement.
  • Review and update Request for Change processes and documentation as required.
  • Review all new ATE Developments assess and confirm requirements. Ensure solution meets operational requirements. SIT and UAT Test and sign off ATE as meeting requirements for client requests. Ensure Requests for Change processes are updated as required.
  • Test all Tool upgrades for example Service Now, CNOC to ensure process flows not negatively impacted by upgrades. Identify and enact any required processes, manual or otherwise to ensure clients requests are dealt with during any planned outages.
  • Identify areas of continuous improvement in processes, workflows, tools to drive continued efficiencies into the organisation.
  • Govern the turnaround time of requests for each client to ensure they are fulfilled within appropriate SLAs and drive any required improvement actions if turnaround times are not within SLA.






Not applicable





Minimum Qualification

ITIL V3 Fundamentals certification Tertiary qualifications in IT or Engineering discipline OR Industry certifications from Cisco. Microsoft and/or Juniper,




Experience and Skill Requirements

3 years’ experience in Managed Services (including maintaining large corporate networks) OR Experience in a managed services operation involving WAN and LAN technologies, with experience in dealing with clients, account management and/or business development functions


Technical / Professional Skills

  • Strong Service Management Knowledge. ITIL Foundation Certification
  • Strong stakeholder management expertise, able to drive process improvement across a diverse and heavily matrixed organisation
  • Ability Interact at all levels including technical, Management and Senior Leadership
  • Strong communications skills able to operate at all levels of the organization including external customers and partners
  • Experience within an ICT environment
  • Knowledge of network, data and voice technologies
  • Experience within a service operations / service assurance function within an ICT environment
  • Proven project management skills
  • Strong analytical skills
  • Ability to question current processes and status quo and devise improvements
  • Commercial acumen
  • Exposure to contracts


Non-Technical / Soft Skills

  • Team player demonstrating maturity and a positive attitude towards change
  • Self-directed and self-motivated with the ability to work as part of a team
  • High level of personal commitment and willingness to accept responsibility
  • The ability to exercise independent judgement and work unsupervised
  • Solid business ethics
  • Demonstrates initiative
  • Flexibility in approach to problems
  • Autonomous
  • Well organised




Regret to inform that only successful candidate will be notified.