Position: Run Quality / ITSM Governance Analyst
Location: Singapore
Experience: 2–5 Years
Shift Timing: 8:45 AM – 6:30 PM (SGT)
Employment Type: Full-time / Contract
Job Description – Run Quality / ITSM Governance Analyst
Role Summary
We are looking for a proactive professional to improve Run Operations, ITSM practices, and production quality management across global support teams. This role focuses on process improvement, governance, reporting, incident coordination, and operational excellence rather than hands-on IT support.
The ideal candidate should understand IT support operations and drive improvements across Incident, Change, Problem, and Request Management processes.
Key Responsibilities
ITSM Process Improvement
- Streamline ITSM processes across global teams
- Improve Incident Management, Request Management, Problem Management, and Change Management practices
- Ensure process consistency across teams globally
- Draft and reinforce operational best practices
Documentation & Knowledge Management
- Maintain and manage Confluence knowledge repository
- Ensure documentation is updated and consistently used globally
- Improve knowledge-sharing processes
Governance & Reporting
- Drive and manage Run Governance meetings
- Create and monitor production quality KPIs
- Analyze operational metrics and present reports to management
- Track production quality improvements
Production Monitoring
- Monitor production support quality across Capital Markets IT teams
- Improve operational efficiency and service quality
- Ensure data quality across incidents, requests, changes, and problem tickets
Major Incident / Crisis Management
- Coordinate major incidents impacting multiple teams
- Manage crisis communication and resolution coordination
Business Continuity / Disaster Recovery
- Act as Disaster Recovery Manager contact
- Coordinate and participate in DRP/BCP activities (3–4 times annually)
- Ensure business continuity readiness
- Manage emergency changes
- Prepare change reports
- Improve deployment processes to reduce incidents
Continuous Improvement
- Define operational maturity frameworks
- Assess operational team efficiency
- Drive process improvements
- Coordinate cross-functional projects impacting support teams
Technical Requirements
- Advanced Microsoft Excel
- Excel Macros
- PowerPoint
- Power BI / Tableau
- JIRA
- Confluence
Nice to Have
- SQL
- Python
- Exposure to Capital Markets applications
Qualifications
- Bachelor's/Master's degree in Computer Science, IT, Programming, Systems Analysis, or related field
- 2–5 years of experience
- Minimum 2 years of Run Quality / ITSM experience
- ITIL Advanced Certification preferred
Required Skills
- ITIL / ITSM Process Knowledge
- Change Management
- Incident Management
- Problem Management
- Reporting & Analytics
- Project Coordination
- Stakeholder Management
- Process Improvement
- Crisis Management
