Service Operations Lead (Office hour)-Bendemeer/Boon Keng - #1160887

Job Description

• Led day-to-day IT service operations, ensuring effective incident management, timely escalations, and adherence to operational procedures and SLAs.

• Coordinated post-incident reviews (PIRs) and root cause analyses (RCAs), driving corrective actions to prevent recurring service disruptions.

• Monitored service delivery performance, prioritized critical issues, and collaborated with cross-functional teams to maintain customer satisfaction.

• Managed change management activities and supported the integration of new and enhanced service offerings across customer accounts.

• Assisted in resource planning, workload forecasting, and operational capacity management to ensure efficient service delivery.

• Produced service reports, trend analyses, and performance insights while driving continuous improvement initiatives and strengthening stakeholder relationships.

Requirements

• Bachelor’s Degree in Information Technology/Information Systems/Computer Science, Business IT or other equivalent university degree.

• At least 3-5 years of IT Outsourcing experience in the combination of the following fields

• Technical implementation

• Project management skill set

• A full and broad understanding of the IT Outsourcing Services and operation coordination skill set

• People management skill set