Support Manager, Store Systems

6 days ago

Singapore NE Digital Full time

COMPANY DESCRIPTION
NE Digital is the digital, data and technology organization that serve as a center of excellence to drive digital transformation for our group of NTUC Social Enterprises to meet the critical social needs of Singapore's community. Delivering innovative products and solutions, we empower our people to lead a better and meaningful life through digital services in the area of daily essentials, health and community care, childcare and education as well as financial services.

**The Team**

We believe that diversity is key to driving an innovative, cohesive, productive and fun workplace Hence, at NE Digital our people join us from all around the world. Be sure to be soaked in an environment with different ethnic groups driving innovation and injecting some creative juice as one

Contributing to a social purpose through technology, our team of passionate and dedicated folks are spread into different social enterprises such as NTUC Fairprice Group, NTUC First Campus, NTUC Health and among others

**Creating technologies that impacts**

DESIGNATION : Support Manager, Store systems (ITSM experience)

RESPONSIBILITIES
IT Support Manager are required to adopt the best practices of ITIL for all current and future process areas throughout the IT Operations Organization and within NTUC Retail Business Tech team.

To be responsible for overseeing all day-to-day activities for all assigned ITSM tasks and initiatives. This includes, planning, prioritizing, coordinating with process leaders and owners; tracking, providing status, resource planning and scheduling; preparing reports and identifying and resolving issues as they arise.

He/she to be responsible for all activities included in the Service Catalog Management Process Managerial role, as defined by ITIL as well.

**Responsibilities**
- Define and lead the ITSM process development and improvement roadmap for multiple ITIL framed processes to improve alignment and business outcomes for the IT Operations department.
- Develop both short (6-12 months) and long term (1-3 years) process roadmaps, supported by documented goals and maturity levels to be achieved over the time period.
- Work with Change Managers to understand the SLM requirements for proposed new services and changes.
- Provide leadership for Service Desk, Incident Management team, Change Management team and Problem management team
- Responsible for effective implementation of the Service Desk function, Incident, Problem and Change Management process and carries out the corresponding reporting.
- To work closely with the service support team to ensure prompt support for incidents and provide knowledge to Service Desk to process customer incidents effectively.
- Handle Major Incidents when it escalated by Service Desk. Manage overall reporting of Service Desk, participate in Major Incident review.
- Enforce process and standards, and work to improve the ITSM processes like Service Desk, Incident, Problem and Change processes.

QUALIFICATIONS
- Good analytical and management skill
- Good communication skills and good team player
- Meticulous and indepent
- Disciplined and structured and able to work under a fast-paced learning environment.
- ITIL v3 Certification (Intermediate and above)
- Proficient in using MS Office
- Proficiency in English language
- Minimum Diploma in IT or Computer Science
- Minimum 7 years working experience in relevant work area

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