Service Desk Delivery Lead

Date: 22 May 2024

Location: Singapore, Singapore

Company: Singtel Group

NCS is a leading technology services firm with presence in Asia Pacific and partners with governments and enterprises to advance communities through technology. Combining the experience and expertise of its 10,000-strong team across 49 specialisations, NCS provides differentiated and end-to-end technology services to clients with its NEXT capabilities of digital, cloud, platforms as well as core offerings in application, infrastructure, engineering and cyber security. NCS also believes in building a strong partner eco-system with leading technology players, research institutions and start-ups to support open innovation and co-creation. For more information, visit ncs.co.


We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.


As a Service Center Manager, the broad area of your job responsibilities will cover the following:

 

Service Management

  • Monitor and report on the SLA/KPI of the in-scope systems, grouped under the System Family, to the client
  • Liaise and work directly with client (stakeholders, Ops Managers and/or Contractors) for purpose of project delivery and maintenance support.
  • Monitor and update client on operation concern and/or compliance matters and propose resolution.
  • Provide monthly summary and/or progress report on systems health, statuses, risk status and status of CR/SR and System Problem.
  • Conduct and/or participate in management update meetings - CCC, Operations, Service Review, Audit and Management Meeting.
  • Review reports from Operations & Support (O&S)  project teams within the System Family
  • Provide support to O&S Project teams during Audit, DR/BCP, Backup & Recovery exercise.
  • Propose continuous improvement initiatives with recommendations to strengthen IT governance & compliance, increase efficiency on work quality and processes.
  • Prepare Management plan and submit compilation to the Client annually

 

IT Configuration Management

  • Periodically review IT asset inventory (hardware, software, network equipment, network attached equipment and end-points) records maintained and updated by Client appointed Asset Officer.
  • Maintain oversight and review the Obsolescence at System Family Level.
  • Prepare and submit report to Client

 

Incident Management

  • Lead investigation and resolution of incident
  • Conduct root cause analysis and recommend improvement solution for recurrent incident to Client

 

IT Security Management

  • Schedule security scan for identified systems according to policies, and verify all vulnerability rectifications are satisfactorily performed.
  • Conduct Security Review on System Access and administration patterns weekly, and report unusual or suspicious activities, if any, to SMO Head Office.
  • Track, mitigate and deploy patch security vulnerabilities accordingly to the stipulated timeline. Maintain oversight and submit reports on monthly basis.
  • Escalate and/or seek Client’s acceptance and approval of assessed risks.

 

IT Security Compliance & QA Management

  • Ensure compliance status of the Systems adheres to applicable standards, polices, directives and guidelines.
  • Declare, review and report compliance status to SMO head office annually.
  • During audit exercise, work with stakeholders to provide responses and evidences to auditors or compliance related declarations.
  • Provide a Rectification Plan on any gaps found.
  • Provide rectification plan for issues arising from audit.
  • Seek waiver on compliance whenever it is justifiable.
  • Ensure all applicable standards, policies, directives, guidelines, deliverables and quality assurance records are filed and kept up-to-date for audit and review purposes.
  • Work with Client on system enhancement required for policy changes and audit requirements.


 

Ideal candidate should possess the following:

  • Candidate with minimum Diploma Certification in Computer/Electronic Engineering or equivalent discipline
  • Preferably with 1 or more years related experience in Technology Administration. Some network knowledge will be an advantage
  • Computer literacy in MS Office
  • Proficiency in Technology will be added advantage
  • Independent, resourceful, result-oriented individuals with a "can-do" attitude