Service Desk Delivery Lead

Found in: Talent SG C2 - 2 weeks ago

Singapur, Singapore NCS Group Full time

NCS  is a leading technology services firm with presence in Asia Pacific and partners with governments and enterprises to advance communities through technology. Combining the experience and expertise of its 10,-strong team across 49 specialisations, NCS provides differentiated and end-to-end technology services to clients with its NEXT capabilities of digital, cloud, platforms as well as core offerings in application, infrastructure, engineering and cyber security. NCS also believes in building a strong partner eco-system with leading technology players, research institutions and start-ups to support open innovation and co-creation. For more information, visit ncs.co.


We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.


As a Service Center Manager, the broad area of your job responsibilities will cover the following:

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.

Ideal candidate should possess the following:

Candidate with minimum Diploma Certification in Computer/Electronic Engineering or equivalent discipline Preferably with 1 or more years related experience in Technology Administration. Some network knowledge will be an advantage Computer literacy in MS Office Proficiency in Technology will be added advantage Independent, resourceful, result-oriented individuals with a "can-do" attitude

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