NCS is a leading information and communications technology (ICT) and communications engineering services provider across the Asia-Pacific region and is a member of the Singtel Group. We are headquartered in Singapore and a wholly owned subsidiary of the Singtel Group. We have in-depth domain knowledge and unique capabilities that create business value for customers.
We deliver end-to-end ICT solutions to help governments and enterprises realize business value through digital transformation and the innovative use of technology. Over the years, NCS has played a critical role in the Singapore government’s efforts to computerize the civil service sector and integrate IT into its public services.
The Operations Lead is required to manage daily operations of Project’s Service Portal to ensure that the quality of services is maintained and that the agreed service availability and performance are met. In addition, ensure that the project is delivered on time, to budget and required quality standard based on the SLA. It is also important to build and maintain relationships with stakeholders and team. On top of managing and allocating resources in an efficient manner.
Operations Management
- Manage, oversee, and control the efficiency of Project Service Portal operations, and to communicate the relevant SLAs, processes, and procedures.
- Perform Trend Analysis on incident and problem records including alerts and alarms from the Monitoring System and recommend on corrective and preventive actions.
- Perform impact analysis to determine the severity level of an incident or problem, lead investigation and diagnosis to identify the root cause, review possible workarounds or resolutions and bring them to a satisfactory closure.
- Perform escalation to vendor (Project’s Service Portal) on the incident or problem, if required and track the response.
- Identify, isolate, resolve, escalate and close incident/problem ticket according to Project’s Service Portal all Incident/Problem Management Process.
- Perform daily system health check.
- Generate operation reports.
- Submission of reports to government agency
Service Delivery
- Service Delivery Management - To ensure that services are delivered within the contractual obligations. To identify performance issues and take ownership for the development, implementation and communication of service improvement plans
- Develop and implement appropriate service improvement plan for any major service issues in conjunction with the service delivery owners
- Track and report on SLAs to meet contractual obligations. Where appropriate SLA’s are renegotiated to meet either the client or NCS’s requirements
- Ensure reports are compiled and completed within the SLA’s and reviewed in the Service Review Meetings.
- Develop, manage and maintain each of the client contracts. SLA’s, schedules and cost are updated as appropriate over the lifetime of the contract
- Resolve and manage escalations in line with the client/NCS’s expectations. The appropriate business unit managers are involved and incident reports are provided on a timely manner.
- Gain awareness of key account influencers and recommend appropriate strategies to ensure effective relationships are held at all levels within the client environment
- Contract Management - Develop, manage and maintain the client contracts in conjunction with other key stakeholders within NCS to ensure integrity, accuracy and up-to-date status of contracts based on supported inventory
Requirements
· 2-3 years as a Team Lead /Service Delivery Executive /Manager/Customer Success Manager
· Proficient in ITSM tools
· Good customer management experience
· Excellent written, oral and presentation skills
· Certification in IT Service Management and/or ITIL (v4)
