Operations Team Lead - Singapore - NCS Group

Description

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 Team Lead (ServiceNow)

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 ManagementManage, 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 agencyService DeliveryService 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 plansDevelop and implement appropriate service improvement plan for any major service issues in conjunction with the service delivery ownersTrack and report on SLAs to meet contractual obligations.

Where appropriate SLA's are renegotiated to meet either the client or NCS's requirementsEnsure 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 contractResolve 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 environmentContract 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 inventoryRequirements2-3 years as a Team Lead /Service Delivery Executive /Manager/Customer Success ManagerProficient in ITSM toolsGood customer management experienceExcellent written, oral and presentation skillsCertification in IT Service Management and/or ITIL (v4)Coding / apps development skillsets will be an added advantageAs Asia's leading technology services firm, NCS as part of the Singtel Group, aims to create sustainable value for all our stakeholders.

We aspire to create the extraordinary, to impact millions of people every day, and to create a positive impact on our environment.

Our sustainability strategy sets out the key Environmental, Social and Governance (ESG) areas that aim to create the NCS impact for our clients, our people and our future.

We Grow our People, Value our Clients, and Create our Future.

We want to change the way we live and work for the better, to create new and sustainable business growth, and to foster an inclusive future for all.

You can find out more about our Group's sustainability focus to guide how you can contribute to our objectives at Sustainability Reports.

About NCS GroupWe believe in building a talent-led delivery model to enable our best people to lead, and to support them with the right structure, processes, and tools to ensure that our clients are delivered top quality services.

Great work is never done alone, which is why we also believe in fostering a collaborative work environment where people with different expertise and talent can come together.

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