NCSisaleadingtechnologyservicesfirmthatoperatesacrosstheAsiaPacificregioninover20cities,providingconsulting,digitalservices,technologysolutions,andmore.Webelieveinharnessingthepoweroftechnologytoachieveextraordinarythings,creatinglastingvalueandimpactforourcommunities,partners,andpeople.Ourdiverseworkforceof13,000hasdeliveredlarge-scale,mission-critical,andmulti-platformprojectsforgovernmentsandenterprisesinSingaporeandtheAPACregion.
AsaManager,ITServiceManagement,youwillreporttotheSeniorManager,ITInfrastructureanddriveITSMprocessestoensureefficientservicedelivery,minimizedisruptions,andalignITwithbusinessgoals.Yourrolewillfocusonincidentandproblemmanagement,changecontrol,servicelevelagreements,andITSMtooladministration,withanemphasisoncontinuousimprovementandautomation.
Whatwillyoudo
ProcessDesignandImplementation
- Develop,document,andimplementITSMprocessesandprocedures,ensuringalignmentwithindustrybestpractices,suchasITIL(InformationTechnologyInfrastructureLibrary).
IncidentandProblemManagement
- Leadandoverseeincidentandproblemresolutionprocesses,drivingtimelyresolutionandrootcauseanalysistopreventrecurrence.
ChangeManagement
- Managethechangecontrolprocess,assessingtheimpactofchangesonITservices,andensuringminimaldisruptiontooperations.
ServiceCatalogueManagement
- Maintainandenhancetheservicecatalogue,ensuringthatITservicesareclearlydefinedandalignedwithbusinessneeds.
ServiceLevelManagement
- Define,negotiate,andmanageServiceLevelAgreements(SLAs)tomeetandexceedserviceexpectations.
ITAssetandConfigurationManagement
- OverseeITassetandconfigurationmanagement,maintainingaccuraterecordsofhardware,software,andconfigurations.
ContinuousImprovement
- IdentifyareasforimprovementwithinITSMprocessesanddriveinitiativestoenhanceefficiency,quality,andcustomersatisfaction.
TrainingandDocumentation
- DevelopanddelivertrainingprogramsforITstaffandend-usersregardingITSMprocessesandtools.Maintaincomprehensivedocumentationofprocessesandprocedures.
ITSMToolAdministration
- AdministerandoptimizeITSMtools(ManageEngineServiceDeskPlus,ServiceNow,LogicMonitor))andsystems,ensuringtheymeetorganizationalneedsandsupportprocessautomation.
ReportingandAnalytics
- GenerateandanalyseITSMperformancemetricsandkeyperformanceindicators(KPIs)toidentifytrendsandareasrequiringattention.
ComplianceandAudits
- EnsureITSMprocessesarecompliantwithrelevantregulationsandstandards.Prepareforandparticipateininternalandexternalauditsasneeded.
Theidealcandidateshouldpossess:
- Minimum5yearsexperienceinITservicemanagement,withafocusonprocessdesignandimprovement.
- MusthavetechnicalknowledgeofITSMtools(ManageEngineServiceDeskPlus,ServiceNow).CertificationofManageEngineServiceDeskPluswillbepreferred.
- ExperienceinLogicMonitorwillbeaplus.
Strongbackgroundinincident,problem,changemanagement,ServiceLevelManagementandAssetandConfigurationManagement.
- Excellentanalyticalandproblem-solvingskills.
- Effectivecommunicationandinterpersonalabilities.
- Detail-orientedwithacommitmenttoaccuracy.
- Abilitytoworkcollaborativelyinacross-functionalteamenvironment.
- Demonstratedprojectmanagementskills.
- TheITSMSpecialistroleisessentialinmaintainingthereliabilityandefficiency.
- Bachelor'sdegreeinanComputerScienceorIT;MusthavecertificationinITILorITSM.
