You will be performing the following scope of work for a system / family of systems for a key client:
1. IT Service Management
2. Configuration Management
3. Incident Management
4. IT Security Management
5. IT Security Compliance & QA Management
The following are the activities in each scope of work:
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
· 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 report to Client.
Incident Management
· Lead investigation and resolution of incident.
· Oversee the conduct of root cause analysis and recommend improvement solutions for recurring incidents 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.
Requirement :
· Degree in Information Systems, Computer Science or equivalent
· More than 3 years of IT project management experience and at least 5 years of IT experience
· Experience in Exchange systems / M365 is required.
· Familiar with operation, administration, and maintenance of the Messaging & Collaboration systems
· Has knowledge of, and familiar with, the following services:
o Window Server platforms, Microsoft Exchange, Skype for Business
o O365 suite of productivity services
· 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
· Able to travel as and when required
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