Service Management Officer

**Service Management Officer (SMO)**:
**Date**:16 Oct 2024

**Location**: Singapore, Singapore

**Company**:Singtel Group

**Responsibilities**:
**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 - CCC, 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

**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

**Incident Management**
- Lead investigation and resolution of incident
- Conduct root cause analysis and recommend improvement solution for recurrent incident to Client

**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.

**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.

**The ideal profile should have / be**:

- Degree in Information Systems, Computer Science or equivalent
- More than 5 years of IT Infra project management experience and at least 10 years of IT experience
- Familiar with IT Service Management, ITIL and IT Infra project management.
- 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
- Knowledge and understanding of IT Infra/Network/Data Center operations and support