Service Quality Analyst - Malaysia - Singtel

Singtel

Verified Company

Malaysia

1 week ago

Posted by:

Siti Tan

beBee Recruiter

Description

Service Quality Analyst -Incident Manager:

Date:18 May 2024

Location:
Regional Delivery Centre - Malaysia, Malaysia

Company:
Singtel Group

At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forwardthinking 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 is a key figure that ensures infrastructure incidents are managed efficiently and effectively.

The role requires a combintaion 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's satisfaction follow Singtel ITSM standards.

Make an Impact by:

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 crossfunctional teams and stakeholders to ensure effective incident resolution.
Analyse incidents to identify root causes, patterns, or recurring issues. Contribute insights to postincident 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 adhoc duties been assigned.

Skills for Success:

Degree in Computer Science / IT or equivalent.
Minimum of 3 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.
Experience in engaging cross functional and technical competency teams.
Experience in liaising with Business and user communities.
Strong customer focus with a commitment to delivery of quality services.
Strong investigative, problemsolving skills ability to identify problems and provide solution.
Active operational team player.

Rewards that Go Beyond: