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
Ā· Monitor and report on the SLAs/KPIs performance for the in-scope systems, according to the IT Infrastructure domains, to the client.
Ā· Liaise and work directly with client (stakeholders, Ops Managers and/or Contractors) for the purpose of services delivery and operations support.
Ā· Monitor and update client on operation concern and/or compliance matters and propose resolution.
Ā· Provide monthly summary and/or progress report on systems health, statuses, risk status and status of CR/SR and System Problem.
Ā· Conduct and/or participate in management update meetings - Operations, Service Review, Audit and Management Meeting.
Ā· Review reports from the IT Infrastructure Operations & Support (O&S) project teams
Ā· Provide leadership support to O&S Project teams during Audit, DR/BCP, Backup & Recovery exercise.
Ā· Propose continuous improvement initiatives with recommendations to strengthen IT governance & compliance, increase efficiency on work quality and processes.
Ā· Prepare Management plan and submit compilation to the Client annually.
IT Configuration Management
Ā· Periodically review IT asset inventory (hardware, software, network equipment, network attached equipment and endpoints) records maintained and updated by Client appointed Asset Officer.
Ā· Maintain oversight and review the obsolescence of IT assets across the IT Infrastructure.
Ā· Prepare and submit report to Client.
Incident Management
Ā· Lead investigation and resolution of incident.
Ā· Oversee the conduct of root cause analysis and recommend improvement solutions for recurring incidents to Client.
IT Security Management
Ā· Schedule security scan for identified systems according to policies and verify all vulnerability rectifications are satisfactorily performed.
Ā· Conduct Security Review on System Access and administration patterns weekly, and report unusual or suspicious activities, if any, to SMO Head Office.
Ā· Track, mitigate and deploy patch security vulnerabilities accordingly to the stipulated timeline. Maintain oversight and submit reports on monthly basis.
Ā· Escalate and/or seek Clientās acceptance and approval of assessed risks.
IT Security Compliance & QA Management
Ā· Ensure compliance status of the Systems adheres to applicable standards, polices, directives and guidelines.
Ā· Declare, review and report compliance status to SMO head office annually.
Ā· During audit exercise, work with stakeholders to provide responses and evidences to auditors or compliance related declarations.
Ā· Provide a Rectification Plan on any gaps found.
Ā· Provide rectification plan for issues arising from audit.
Ā· Seek waiver on compliance whenever it is justifiable.
Ā· Ensure all applicable standards, policies, directives, guidelines, deliverables and quality assurance records are filed and kept up to date for audit and review purposes.
Ā· Work with Client on system enhancement required for policy changes and audit requirements.
Requirement :
Ā· Degree in Information Systems, Computer Science or equivalent
Ā· More than 3 years of IT project management experience and at least 5 years of IT experience
Ā· Experience in Exchange systems / M365 is required.
Ā· Familiar with operation, administration, and maintenance of the Messaging & Collaboration systems
Ā· Has knowledge of, and familiar with, the following services:
o Window Server platforms, Microsoft Exchange, Skype for Business
o O365 suite of productivity services
Ā· Self-motivated with a positive ācan-doā attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques
Ā· Able to lead, develop and maintain respectful and trusting relationship
Ā· Able to travel as and when required