Service Management
- Oversee, report, and ensure the SLAs/KPIs of the systems under the System Family are met.
- Collaborate directly with clients (stakeholders, Operations Managers, and/or Contractors) for project delivery and maintenance support.
- Regularly update the client on operational concerns, compliance matters, and propose solutions.
- Provide monthly reports on system health, status, risk status, and the status of Change Requests/Service Requests and System Problems.
- Participate in management meetings such as CCC, Operations, Service Review, Audit, and Management Meeting.
- Review reports from Operations & Support (O&S) project teams within the System Family.
- Support O&S Project teams during Audit, Disaster Recovery/Business Continuity Planning, Backup & Recovery exercises.
- Propose initiatives for continuous improvement with recommendations to enhance IT governance & compliance and improve work quality and processes.
- Prepare an annual Management plan and submit it to the Client.
IT Configuration Management
- Regularly review IT asset inventory records maintained and updated by the Client-appointed Asset Officer.
- Oversee and review Obsolescence at the System Family Level, and notify the client in advance of potential obsolescence.
- Prepare and submit reports to the Client.
Incident Management
- Lead investigations and ensure incidents are resolved within the stipulated SLA time.
- Conduct root cause analysis for recurrent incidents and recommend improvement solutions to the Client.
- Ensure proper sign-off/endorsement by the client for incident resolution/closure and associated archival/repository.
IT Security Management
- Schedule security scans for identified systems according to policies, and verify all vulnerability rectifications are satisfactorily performed.
- Conduct weekly Security Reviews on System Access and administration patterns, and report any unusual or suspicious activities to the SMO Head Office.
- Track, mitigate, and deploy patch security vulnerabilities according to the stipulated timeline. Maintain oversight and submit monthly reports.
- Ensure applications/software/systems are updated with the latest virus/security patches.
- Escalate and/or seek Client’s acceptance and approval of assessed risks.
IT Security Compliance & QA Management
- Ensure the Systems’ compliance status adheres to applicable standards, policies, directives, and guidelines.
- Declare, review, and report compliance status to the SMO head office annually.
- During audit exercises, collaborate with stakeholders to provide responses and evidences to auditors or compliance-related declarations.
- Provide a Rectification Plan for any gaps found.
- Seek waivers on compliance when 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.
- Collaborate with the Client on system enhancements required for policy changes and audit requirements.
- Facilitate the resolution of issues and escalate to senior management as needed.
- Manage multiple projects under tight delivery timelines and limited budgets.
- Communicate effectively, both verbally and in writing in English.
- Conduct project planning activities and manage the execution of large-scale, high-risk, or strategic projects according to plan (Opportunity Management, Initiating to Closing).
- Evaluate complex situations accurately and identify viable solutions that create successful outcomes for the customer.
- Manage relationships with project stakeholders, including internal and external clients, keeping stakeholders informed of progress and issues to manage expectations on all project requirements and deliverables.
- Manage and communicate a clear vision of the project’s objectives, and motivate the project team to achieve them.
- Collaborate with Stakeholders to evaluate Cloud Solution Requirements and provide guidance on solution/technical architecture.
- Analyze risk, establish contingency plans, and identify trigger events and responsibilities for initiating mitigating action.
