Service Quality Analyst – Technology Infrastructure - Excellent Benefits Package

At Sudong, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.

Position Summary:

You are responsible to support the IT operational Service management function by assisting with the administration, analysis, reporting and communications required for all IT service management areas. 

You involve in overseeing the end-to-end delivery of services, ensuring quality, efficiency, and stakeholder satisfaction, and continually working towards improving processes for better outcomes following Singtel ITSM standards.

Job Responsibilities:

• Prepare and present regular reports on service quality metrics, performance to management, and other stakeholders. These reports may include recommendations for improvement based on the analysis of data and trends. 
• Interact and work with internal stakeholders and external entities such as vendors, service providers, to understand the needs, provide updates on service delivery, and address any concerns or feedback.
• Identify and resolve issues that may arise during service delivery. This could involve troubleshooting technical problems, addressing stakeholder concerns, and find effective solutions.
• Support with respective infra-Stakeholder to manage and maintain infra configuration items and relationship in the CMDB as the single source of truth.
• Work on designing, implementing, and managing service delivery processes in accordance with the Information Technology Infrastructure Library (ITIL) framework and practices. 
• Provide process training and support to delivery teams to ensure to meet quality standards. 
• Maintain accurate and up-to-date documentation such as creating and updating manuals, procedures, and other documentation related to service quality and delivery processes.
• Ensure that service delivery processes comply with relevant industry regulations and standards. 
• 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 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, problem-solving skills - ability to identify problems and provide solution.
• Active operational team player.