Service Management Officer (SMO)

Responsibilities:
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.

The ideal profile should have / be:

• Degree in Information Systems, Computer Science or equivalent
• More than 5 years of IT Infra project management experience and at least 10 years of IT experience
• Familiar with IT Service Management, ITIL and IT Infra project management.
• Experience in IT business analysis techniques
• Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques
• Able to lead, develop and maintain respectful and trusting relationship
• Knowledge and understanding of IT Infra/Network/Data Center operations and support