Service Quality Analyst-Incident ManagerLocation:Regional Delivery Centre - Malaysia, Malaysia
At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact and Grow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all.
Be a part of something BIG!
The role supports a dynamic IT Operational service and is a key figure that ensures infrastructure incidents are managed efficiently and effectively. The role requires a combination of technical expertise, leadership skills, and effective communication to coordinate and lead incident response efforts to restore service and return the business to normal operations as quickly as possible. Overseeing the end-to-end delivery services, ensuring quality, efficiency, and stakeholder satisfaction following Singtel ITSM standards.
Make an Impact by:
Point of escalation for infra-related incidents and respond to incidents.
Plan and coordinate all activities required to perform, monitor, change requests, and report based on Singtel's Incident and Problem Management process.
Log detailed and accurate information about incidents and maintain comprehensive documentation, including incident details, actions taken, and resolutions.
Collaborate with cross-functional teams and stakeholders to ensure effective incident resolution.
Analyse incidents to identify root causes, patterns, or recurring issues. Contribute insights to post-incident reviews and collaborate with other teams to prevent similar incidents in the future.
Provide feedback on incident management processes and suggest process improvements and efficiency gains.
Offer training to the TI support team to help prevent and mitigate recurring incidents.
Adhere to service level agreements (SLAs) for incident response and resolution.
Prepare and present regular reports on service quality metrics and performance to management and other stakeholders.
Identify and manage risks associated with service quality and delivery, including developing contingency plans and strategies to mitigate potential issues.
Support other ad-hoc duties as assigned.
Skills for Success:
Degree in Computer Science / IT or equivalent.
Minimum of 3 years' experience in Managing IT Service Delivery.
Good operational experience adopting ITIL best practices; advantageous if ITIL v3 certified.
Excellent with MS Office Suite for management reporting.
Basic understanding of Database, Operating systems such as Windows, Linux, and AIX, Storage systems, Network systems, Azure systems, and AWS clouds.
Experience in engaging cross-functional and technical competency teams.
Experience in liaising with Business and user communities.
Strong customer focus with a commitment to the delivery of quality services.
Strong investigative and problem-solving skills - ability to identify problems and provide solutions.
Active operational team player.
Rewards that Go Beyond:
Full suite of health and wellness benefits.
Ongoing training and development programs.
Internal mobility opportunities.
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