• Location: Singapore
  • Salary: S$150000 - S$170000 per annum + Variable Bonus
  • Technology: ServiceNow Jobs
  • Job Type: Permanent
  • Date Posted: 19th Jul, 2019
  • Reference: J190719_1563504621
Job Description

Provide operations and governance support in managing IT Infrastructure Operations, in accordance to ITIL best practices and relevant IT service management (ITSM) processes

Role & Responsibilities

* Provide service governance over infrastructure managed services operations vendor teams, across portfolio of in-scope infrastructure systems
* Perform regular governance status review and ensure close follow-up actions, covering SLAs, KPIs, corrective and preventive actions, incident trends and analysis, major incident management, problem root cause analysis on recurring incidents, resource management, release management, service requests analysis, service level reporting, security compliance, etc
* Manage service delivery issues and risks across portfolio of in-scope systems and managed services
* Perform quality management and standardization over portfolio of infrastructure managed services
* Manage service delivery and quality lapses with clear action plans and mitigation options
* Provide major incident management for critical and high priority infrastructure incidents
* Provide regular service level reporting to relevant internal and business stakeholders and manage senior leadership/committee meetings
* To drive ITSM processes to deliver capabilities in fulfilling day-to-day infrastructure operation demands from stakeholders
* Enable faster turnaround time for operational provisioning and scalability of infrastructure systems
* Manage automation and continuous improvement projects for IT Infrastructure Operations
* Plan and participate in disaster recovery tests and exercises
* Maintain and develop ITSM process documentation and standard operational procedures
* Ensure compliance with IT security standards, policies and procedures by Infrastructure Operations teams

Skills & Qualifications

* Bachelor's Degree in Engineering or Computing
* ITIL V3 Certified
* 7-12 years of ITSM experience and lifecycle support
* Strong experience in service automation and public cloud management
* Strong experience in working with managed service vendors, in Infrastructure Operations
* Knowledge in BMC Suite Products
* COMIT Certified preferred
* Strong communication skills with ability to work independently and with a team