Information Technology

1 month ago

Singapore Singapore Airlines Limited Full time
The Lead Software Engineer/Assistant Manager will be part ofthe IT Service Management team in SIA's Information TechnologyDivision, focusing on enhancing IT operations efficiency andeffectiveness. This role involves managing initiatives to improveservice quality and operational resilience, including processimprovements and implementing new tools and methodologies. Thesuccessful candidate will collaborate with stakeholders to ensureswift recovery from complex incidents, manage disaster recovery,and drive improvements in service availability and operationalstability.

Key Responsibilitiesinclude:
  • ImprovementInitiatives: Identify areas for improvement within IT operationsthrough data analysis, stakeholder feedback, and performancemetrics. Lead improvement projects, aligning them with businessgoals and IT strategies. Apply process improvement methodologieslike Lean, Six Sigma, or ITIL.
  • ProcessOptimization: Analyse existing IT processes to identifyinefficiencies and design streamlined processes to enhance responsetimes, reduce costs, and improve service quality. Ensure effectiveadoption of new processes.
  • Performance MetricsReview and Adoption: Develop and maintain metrics and KPIs tomonitor IT operations and improvement initiatives. Provide regularreports to senior management, utilizing data-driven insights fordecision-making.
  • Stakeholder Engagement:Collaborate with IT leadership, service desk teams, and otherstakeholders to address operational challenges. Facilitateworkshops and meetings to gather input and drive consensus onimprovement initiatives. Foster a culture of continuousimprovement.
  • Incident Management andResiliency: Take ownership of critical incidents, ensuring swiftresolution and conducting root cause analyses. Proactively preventdefects and eliminate inefficiencies to enhance systemresilience.
  • ITSM Leadership and Training:Provide ITSM knowledge training to all IT teams, including remoteoffshore resources. Mentor team members and align ITSM ITILpractices to ensure operationalreadiness.

Requirements:
  • Degree in Information Technology or related fields, withITIL/Service Integration and Management (SIAM) certification.Additional certifications in ITSM CAS, CAD, or CIS are a bonus.Knowledge and certification in Business Continuity Management (BCM)preferred but not mandatory.
  • At least 5 yearsof relevant experience in IT Operations and IT Service Management,including process improvement. Proven proficiency in Agilemethodologies for operations management.
  • Hands-on experience with ServiceNow Platform orequivalent ITSM tool is mandatory. Familiarity with network andcloud technologies (e.g., Linux, Wintel, VMware, DevOps)preferred.
  • Strong analytical skills, projectmanagement skills, and a proven track record of successfulimprovement initiatives in an IT environment. Proficiency incollaboration tools (e.g., Microsoft Teams, SharePoint, JIRA,Confluence) and monitoring/orchestration platforms (ScienceLogic,Splunk, APM).
  • Excellent communication andinterpersonal skills, with the ability to influence and engagestakeholders at all levels.
  • Ability to work onstrategic direction initiatives, balance multiple priorities in afast-paced environment, and oversee operations, including ServiceDesk, IT Operations Command Centres, Major Incidents Handling, andChairing Change Advisory Board reviewing teams' readiness for Majorchange.
  • Adaptive, responsive, able to managedynamic environments effectively, independent, self-motivated,result-driven, and willing to work beyond officehours.

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