SINGAPORE AIRLINES LIMITED | Information Technology
4 weeks ago
Company:
SINGAPORE AIRLINES LIMITED
Position:
Information Technology - Asst Mgr / Lead Engineer for IT Service Mgmt (Svc Resiliency & Ops Excellence)
Location:
TECHSQ, 722 UPPER CHANGI ROAD EAST 486854
Employment Type:
Permanent, Full Time
Experience Required:
5 years
Salary:
$5,000 to $10,000 Monthly
Job Summary:
The Lead Software Engineer/Assistant Manager will be part of the IT Service Management team in SIA's Information Technology Division, focusing on enhancing IT operations efficiency and effectiveness. This role involves managing initiatives to improve service quality and operational resilience, including process improvements and implementing new tools and methodologies. The successful candidate will collaborate with stakeholders to ensure swift recovery from complex incidents, manage disaster recovery, and drive improvements in service availability and operational stability.
Key Responsibilities:
Improvement Initiatives: Identify areas for improvement within IT operations through data analysis, stakeholder feedback, and performance metrics. Lead improvement projects, aligning them with business goals and IT strategies. Apply process improvement methodologies like Lean, Six Sigma, or ITIL.
Process Optimization: Analyse existing IT processes to identify inefficiencies and design streamlined processes to enhance response times, reduce costs, and improve service quality. Ensure effective adoption of new processes.
Performance Metrics Review and Adoption: Develop and maintain metrics and KPIs to monitor IT operations and improvement initiatives. Provide regular reports to senior management, utilizing data-driven insights for decision-making.
Stakeholder Engagement: Collaborate with IT leadership, service desk teams, and other stakeholders to address operational challenges. Facilitate workshops and meetings to gather input and drive consensus on improvement initiatives. Foster a culture of continuous improvement.
Incident Management and Resiliency: Take ownership of critical incidents, ensuring swift resolution and conducting root cause analyses. Proactively prevent defects and eliminate inefficiencies to enhance system resilience.
ITSM Leadership and Training: Provide ITSM knowledge training to all IT teams, including remote offshore resources. Mentor team members and align ITSM ITIL practices to ensure operational readiness.
Requirements:
Degree in Information Technology or related fields, with ITIL/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 years of relevant experience in IT Operations and IT Service Management, including process improvement. Proven proficiency in Agile methodologies for operations management.
Hands-on experience with ServiceNow Platform or equivalent ITSM tool is mandatory. Familiarity with network and cloud technologies (e.g., Linux, Wintel, VMware, DevOps) preferred.
Strong analytical skills, project management skills, and a proven track record of successful improvement initiatives in an IT environment. Proficiency in collaboration tools (e.g., Microsoft Teams, SharePoint, JIRA, Confluence) and monitoring/orchestration platforms (ScienceLogic, Splunk, APM).
Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
Ability to work on strategic direction initiatives, balance multiple priorities in a fast-paced environment, and oversee operations, including Service Desk, IT Operations Command Centres, Major Incidents Handling, and Chairing Change Advisory Board reviewing teams' readiness for Major change.
Adaptive, responsive, able to manage dynamic environments effectively, independent, self-motivated, result-driven, and willing to work beyond office hours.
About the Company:
As a global airline, Singapore Airlines is dedicated to providing air transportation services of the highest quality, and to maximizing returns for the benefit of our shareholders and employees. With a commitment to fleet modernization, product and service innovation and market leadership, Singapore Airlines has evolved into one of the world's most respected travel brands. Today, Singapore Airlines is internationally recognized as the world's leading airline and operates a modern passenger fleet of more than 100 aircraft. Its network covers more than 60 cities in more than 30 countries.
Our success has been through the efforts of our people. We recruit bright and dynamic individuals, and train them with a budget exceeding $125 million in a year - to reach the highest standards of professional and personal competence.
Fly high as an airline professional. The opportunity to prove yourself begins right here.
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