IT Service Management Anaylst

Jobster Pte Ltd (EA License No: 06C5060)| Date Posted: 10-Sep-2020
EA Licence No: 06C5060|EA Personal Registration No: 200818951C
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Job Nature:
Permanent, Contract
Position Level:
Experienced
Qualification:
Bachelor's / Honours

Job Description

Job Duties & Responsibilities: 

 

1) Service Management -

  • Monitor and report on the SLA/KPI of the in-scope systems, grouped under the System Family, to the client
  • Liaise and work directly with client (stakeholders, Ops Managers and/or Contractors) for purpose of project delivery and maintenance 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 Operations & Support (O&S)  project teams within the System Family
  • Provide 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

 

2) IT Configuration Management -

  • Periodically review IT asset inventory (hardware, software, network equipment, network attached equipment and end-points) records maintained and updated by Client appointed Asset Officer.
  • Maintain oversight and review the Obsolescence at System Family Level.
  • Prepare and submit report to Client

 

3) Incident Management - 

  • Lead investigation and resolution of incident
  • Conduct root cause analysis and recommend improvement solution for recurrent incident to Client


4) 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.


5) 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.

 

 

Requirements:

  • Degree in Information Systems, Computer Science or equivalent
  • Min. 7 years of IT project management experience and at least 5 years of IT experience with Videoconferencing & AV systems
  • Expertise in Video conferencing System, Integrated Audiovisual system.
  • Knowledge in Networking and IT Infra systems
  • Familiar with Software Development Life Cycle (SDLC)
  • Experience in IT business analysis techniques
  • 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

 

 

*We regret to inform only shortlisted candidates will be notified*

Company Overview
Jobster Pte Ltd (EA License No: 06C5060)