Work with the IT teams and business users to maintain the Service Level Agreement
Responsible to ensure that the Service Catalogue is maintained and the service levels are monitored.
Responsible for the day-to-day handling of Incidents and Problems in production environment
Responsible for communicating, managing, and escalation of issues for all IT operational activities
Primary point of contact to bridge Technology teams and Business user departments to track progress of incidents and keep all required parties informed till service is resumed. Raise emergency change requests required to resolve the incident
Identify problems through incident data, trend analysis or determination of potential issue sources
Ensure relevant stakeholders concur with proposed corrective action plan. Ensure that the corrective solutions are implemented through proper Change Management practices
Ensure that the CMDB is aligned to the Service Catalogue, and is updated on a regular basis
Ensure that the Service Availability and Capacity management are done in a proactive manner.
Produce regular metrics report for effective Service Level Management
Process / Improvements:
Define the operational service support processes such as Service Level Management, Incident Management, Problem Management, Service Desk, Configuration Management, Availability Management and Capacity Management and enforce across the teams
Monitor the effectiveness of the Service support processes and make recommendations on how to improve the process
Ensure that effective tools and automation are implemented for the relevant processes, wherever possible
Ensure that process roles are mapped into the supporting organization and the corresponding responsibilities are clearly communicated and established
Ensure that service support procedures are documented accurately and regularly updated
Act as an advocate for best practices in the areas of Service Management
Degree/Diploma in Computer Science or related field
Minimum 5 years of experience in Service Management domain
Hands-on experience in handling Incident Management, Problem Management, Service Level Management, Configuration Management, Capacity Management and Availability Management
Hands-on experience in SLA reporting to Management forum
Good communication skills to be able to work with Service providers, IT teams, business user teams.
ITIL Foundation Certificate or ISO 20000 Consultant certificate
Permanent / Full Time
Singapore Press Holdings Limited
Incorporated in 1984, main board-listed Singapore Press Holdings Ltd (SPH) is Asia's leading media organisation, engaging minds and enriching lives across multiple languages and platforms.
SPH's core business is publishing of newspapers, magazines and books in both print and digital editions. It also owns other digital products, online classifieds, radio stations and outdoor media.
On the property front, SPH owns 70% in a real estate investment trust called SPH REIT which comprises Paragon, a premier upscale retail mall and medical suite/office property in Orchard Road, The Clementi Mall, a mid-market suburban mall and The Rail Mall, a stretch of shopping and dining outlets along Upper Bukit Timah Road. SPH REIT also holds 85% equity stake in Figtree Grove, a freehold sub-regional shopping centre in Wollongong, New South Wales, Australia. SPH owns and operates The Seletar Mall and is developing a new commercial cum residential site, The Woodleigh Residences and The Woodleigh Mall. It also owns a portfolio of Purpose-Built Student Accommodation (PBSA) in the United Kingdom.
It is in the aged care sector and owns Orange Valley, Singapore's largest private nursing home operator.
SPH runs a regional events arm and a chain of Buzz retail outlets. It also invested in the education business.
For more information, please visit www.sph.com.sg.