Specialization: QUALITY CONTROL OR ASSURANCE
Job description:
Position Summary: The role of Service Quality Analyst (SQA-IM) involves overseeing the end-to-end delivery of services, ensuring quality, efficiency, and stakeholder satisfaction, and continually working towards improving processes for better outcomes flowing Singtel ITSM standards. Job Responsibilities: - Point of escalation of infra related incident and respond to incident.
- Plan, coordinate all the activities required to perform, monitor, change request and report base 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 improvement and efficiency gains.
- Offer training to 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.
- Identifying and managing risks associated with service quality and delivery which includes developing contingency plans and strategies to mitigate potential issues.
- Support other ad-hoc duties been assigned.
Job Requirements: - Degree in Computer Science / IT or equivalent.
- Minimum of 4 years’ experience in managing IT service delivery.
- Good in operational experience adopting ITIL best practices, advantageous if ITIL v3 certified.
- Excellent with MS office Suite for management reporting.
- Basic understanding of Database, Operating system such as Window, Linux and AIX, Storage system, Network system, Azure systems and AWS clouds.
- Able to work on 24 x 7 rotational.
- Experience in engaging cross functional and technical competency teams.
- Strong customer focus with a commitment to delivery of quality services.
- Good in time management and attention to details.
- Strong investigative, problem-solving skills - ability to identify problems and provide solutions.
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