What will you do
Service Management & Operations
- Ensure the team conducts health checks, application monitoring, and incident resolution.
- Track and resolve reported incidents to closure.
- Align or enhance ITSM/ITIL methodologies in daily operations (e.g., Change, Incident, Problem, Release Management & CMDB).
- Monitor and measure system performance and availability, implementing corrective actions as needed.
- Ensure service levels meet requirements and implement action plans when necessary.
Project Delivery
- You will be performing the following scope of work for the IT Security systems and devices for a key client of NCS:
- IT Service Management
- IT Configuration Management
- Cybersecurity Incident Management
- IT Security Management
- IT Security Compliance & QA Management
IT Service Management
- Monitor and report on the SLAs/KPIs performance for the in-scope systems, according to the IT Infrastructure domains, to the client.
- Liaise and work directly with client (stakeholders, Ops Managers and/or Contractors) for the purpose of services delivery and operations 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 - Operations, Service Review, Audit and Management Meeting.
- Review reports from the IT Infrastructure Operations & Support (O&S) project teams
- Provide leadership 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
(Pertaining to the Client's IT Security System and Devices)
- Periodically review IT asset inventory (hardware, software, network equipment, network attached equipment and endpoints) records maintained and updated by Client appointed Asset Officer.
- Maintain oversight and review the obsolescence of IT assets across the IT Infrastructure.
- Prepare and submit reports to Client.
Cybersecurity Incident Management
- Lead a Cybersecurity Incident Response Plan to manage and stop the damaging consequences of a cybersecurity incident, remove the threat and restore the affected systems and services.
- Lead and oversee the conduct of root cause analysis and recommend solutions or measures to prevent recurring cybersecurity incidents to the Client.
IT Security Management
- Able to lead and to design and develop, implement, manage and enforce Cybersecurity / Information Security policies and processes.
- Provide advisory consultation to other SMOs of various IT Infrastructure domains
- 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 & OA 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 evidence 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.
- Act as a focal point for all support related queries and issues
- Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer
- Review with support team to ensure that all support tasks and deliverables meet quality and service levels
- Ensure that regular reviews of the services provided ( Service Level Agreements (SLAs) andKey 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)
- Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director ( SDD)
- Review and approve service request/enhancement effort, schedules and risk plans
- Review and raise resource requirement
- Responsible for resource forecasting and planning
- 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 service delivery reports) with the agreed timeframes
Business Development
- Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
- Be involved in pre-sale activities
Team Management
- Delegate 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
The ideal candidate should possess:
Qualifications & Experience:
- Educational Qualification:Degree in Information Systems, Computer Science or equivalent
- Years of IT Project Management Experience:10 years.
- Strong experience in IT Service Management, aligned with ITIL frameworks.
- Technical project management experience with leadership responsibilities.
- Experience managing large, diverse IT teams (helpdesk, systems, network, middleware, database, etc.).
- Proven ability to monitor and optimize system performance and service availability.
Skills & Certifications:
- Mandatory:ITIL IT Service Management certification.
- Preferred:PMP, CITPM certification.
- Strong expertise in ITSM/ITIL methodologies (Change, Incident, Problem, Release Management & CMDB).
- Ability to lead and mentor junior team leads and engineers.
- Excellent customer service and stakeholder management skills.
- Strong analytical, troubleshooting, and problem-solving abilities.
