Job Description

NCS is a leading technology services firm, operating across Asia Pacific in over 20 cities, providing services and solutions in consulting, digital services, technology, and more.We believe in utilizing the power of technology to make extraordinary things happen and to create lasting impact and value for our people, communities, and partners. Our diverse 12,000-strong workforce has delivered a wealth of large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.We\xe2\x80\x99re searching for a IT Service Management Officer (SMO) to be part of our diverse team of talent here at NCS!If you believe in going above and beyond, want to exemplify the best, and wish to bring people and technology together like never before, then we would love to have a conversation with you!OverviewYour will part a team of highly motivated individuals in the IT Governance Team, managing the development and maintenance of IT team on behalf of a key NCS client. You should have proven track records in areas of Stakeholder management, IT Service Management, IT Configuration Management, Incident Management, IT Security Management and IT Security Compliance & QA Management.If you thrive on being part of delivery and transforming the clients\xe2\x80\x99 operation, then this is the position for you. Your \'hands-on\' knowledge, vast exposure and wealth of experience either in vendor and/or user environments, coupled with a driven and self-motivated personality, will ensure your successWhat we seek to accomplish together:You will be performing the following scope of work for a system or a family of systems for a NCS key client: * Service Management

• Configuration Management
• Incident Management
• IT Security Management
• IT Security Compliance & QA Management

The following are the activities in each scope of work:Service Management

• Monitor, report and ensure that the SLA/KPI of the in-scope systems are to be met, 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 provide regular update to 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, and highlight in advance to client in any eventualities of potential obsolescence.
• Prepare and submit report to Client

Incident Management

• Lead investigation and ensure resolution of incident within stipulated SLA time
• Conduct root cause analysis and recommend improvement solution for recurrent incident to Client
• Ensure proper sign-off/endorsement by client for incident resolution/closure and associated archival/repository

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.
• Ensure application/software/system are updated with the latest virus/security patches
• Escalate and/or seek Client\xe2\x80\x99s 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

A little about you:

• Diploma / Degree in Computer Science / Computer Engineering / Information Technology related field, or IT equivalent
• Preferably 3 or more years of IT project management experience and 5 or more years of IT experience
• Familiar with Software Development Life Cycle (SDLC)
• Experience in IT business analysis techniques
• Customer focused
• Possess initiative and disposition with a strong commitment and orientation towards results and high-quality standards
• Strong problem-solving skills and ability to think out of the box
• Team player with strong communication and interpersonal skills
• Self-motivator with a positive attitude and with high energy
• Proficient in written and spoken English
• Able to travel as required

As Asia\xe2\x80\x99s leading technology services firm, NCS as part of the Singtel Group, aims to create sustainable value for all our stakeholders. We aspire to create the extraordinary, to impact millions of people every day, and to create a positive impact on our environment. Our sustainability strategy sets out the key Environmental, Social and Governance (ESG) areas that aim to create the NCS impact for our clients, our people and our future.We Grow our People, Value our Clients, and Create our Future.We want to change the way we live and work for the better, to create new and sustainable business growth, and to foster an inclusive future for all.You can find out more about our Group\xe2\x80\x99s sustainability focus to guide how you can contribute to our objectives at .About NCS GroupWe believe in building a talent-led delivery model to enable our best people to lead, and to support them with the right structure, processes, and tools to ensure that our clients are delivered top quality services. Great work is never done alone, which is why we also believe in fostering a collaborative work environment where people with different expertise and talent can come together.We\xe2\x80\x99re here to make the extraordinary happen.Find out more at ncs.co and our LinkedIn career site.
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