Job Description

ROLE PURPOSE: Deliver reliable ICT solutions and efficient support services and administration for IT Service Management/IT Helpdesk System and act as the custodian of all related processes, including documentation to ensure information accessibility, business operations efficiency and increased organization productivity. \xe2\x80\xa2 Perform frontline customer service role in providing standard IT services to the Bank\xe2\x80\x99s users, including management, tracking, resolution and reporting of IT incidents/problems and service requests. Ensure service level agreements are adhered to and reviewed on a regular basis for service excellence. \xe2\x80\xa2 Review technology refresh or any upgrade plans to the existing IT service management infrastructure. Conduct feasibility study on ITSM technology platforms, map them against business requirements and identify cost-effective, emerging ICT solutions that best meet the business intent. \xe2\x80\xa2 Perform business requirements assessment and translate into technical specifications, handle procurement of ITSM solutions and manage all related budget. \xe2\x80\xa2 Manage end to end change management process and ensuring all deployment to production environment are complied with Change Management Procedure \xe2\x80\xa2 Review and ensure up-to-date all IT Assets inventory via centralised ITSM solution and conduct regular inventory verification exercise \xe2\x80\xa2 Assess, communicate and ensure prioritised mitigation of operational risk in relation to service management. \xe2\x80\xa2 Improve user awareness and productivity through regular and continuous ICT technology updates and knowledge sharing by collaborating with internal stakeholders for timely implementation of end user ICT solutions. \xe2\x80\xa2 Manage vendors effectively to ensure solutions and services are delivered on time and in accordance with the scope and service defined in the maintenance agreements. QUALIFICATION / EXPERIENCE : \xe2\x80\xa2 Academic Qualifications: A degree in Computer Science, Information Technology or at least 3 years experience in ITSM processes. \xe2\x80\xa2 Experience: Strong technical knowledge on IT Service Management latest technology and ITIL practices, business or system impact analysis, Service Request, Incident, Problem, Change and deployment as well as configuration and inventory management.
Optimum is a full-spectrum IT services and solutions company whose mission is to \xe2\x80\x9cEmpower Business with Technology.\xe2\x80\x9d Headquartered in Singapore, Optimum operates from offices in 7 countries with more than 2300 employees across the globe and helps business harness technology to deliver innovative solutions. We provide cutting-edge software solutions & services on a variety of technology platforms to clients ranging from Fortune 500 companies and to vibrant start-ups. We offer a comprehensive array of Application Services, Infrastructure Management Services, Cloud and Mobility Solutions, Analytics and Insights and Shared Services. Our impressive track record spans two decades of helping businesses drive innovation, deliver disruptive customer experiences and implement transformational IT projects. Opportunities abound when you work @ Optimum, a World-Class Software Solutions and Service Provider.
Bachelor\'s or Equivalent