Consultant, EUC & Svc Desk

NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities providing consulting digital services technology solutions and more. We believe in harnessing the power of technology to achieve extraordinary things creating lasting value and impact for our communities partners and people. Our diverse workforce of 13000 has delivered large-scale mission-critical and multi-platform projects for governments and enterprises in Singapore and the APAC region.

Were searching for aService Operations Managerto be part of our diverse team of talent here at NCS

The Service Operation Manager (SOM) or Senior Production Manager is a customer facing role with application support as the key function. He/she is responsible for the whole lifecycle of incidents from tracking to monitoring to escalation and resolution of all incidents until closure. He will act as the Incident Manager and own the process of daily production support and incidents management.

To ensure that all scheduled activities for production support such as daily health checks daily shift change reports daily incident monitoring meetings monthly incidents tracking meetings quarterly policy updates and domain trainings etc. are carried out and completed on time without deviation. manage a team of Shift Managers and Production Support Managers Leads Analysts and Engineers responsible for providing Level 1 2 and 3 application support activities for groups of related applications in different technology areas.

Key Focus Areas:

SLA Management

- Define service level metrics for each supported application

- Ensure that all service level metrics are met or exceeded to meet customers expectation and business objectives

- Ensure that the knowledge base is accurately captured and constantly updated

- Ensure that the SLA information is effectively communicated and in a timely manner

- Ensure that the SLA framework is clearly delivered and consistently maintained.

Customer Interface

- Ensure that right channels of communication are available to the customer operationally

- Ensure that all new deliverables are planned executed and tracked

- Act as the single point of escalation for all application support issues

- Ensure that Customer has timely and accurate production information necessary to make key strategic decisions

- Act as the Incident manager for all severity 1 and 2 incidents

- Perform trends analysis and propose areas for improvement to processes and systems

Resource Management

- Ensure that Role and Workload Analysis is done before assigning job

- Play first Level recruitment role for all standard positions

- Control Attrition Rate

- Plan and ensure knowledge retention

Escalation Management

- Define the issues escalation process for each application support

- Ensure that all escalations are managed to meet and exceed the SLA

- Ensure that all escalations are carried out according to the defined process and follow the correct channel

- Make escalation management effortless by seeking constant improvement in the escalation process

Resolution Management

- Define the issues resolution process for each application support

- Ensure that all incidents are resolved timely and with quality to meet and exceed the SLA

- Make resolution management effortless by seeking constant improvement in the resolution process

Requirements

-Diploma/Degree in Electrical Engineering Computer Science Communications Engineering or equivalent

-5 years of relevant experience

- 2 years of experience handling team operation

- Experienced in L1 L2 and L3 support issues

- Experienced in talking with customers and vendors

We are driven by ourAEIOU beliefs - Adventure Excellence Integrity Ownership and Unity -and we seek individuals who embody these values in both their professional and personal lives. We arecommitted to our Impact: Valuing our clients Growing our people and Creating our future.

Together wemake the extraordinary happen.

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