Analyst Programmer

ZAFIRO CONSULTING PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

ZAFIRO CONSULTING PTE. LTD. in Singapore seeks an experienced ITSM Lead to provide escalation leadership for high-priority incidents, ensuring timely communication with customers and partners.

You will define and track service quality metrics, oversee transitions to Problem Management, and drive service improvement initiatives using ITIL and COBIT frameworks. Proficiency with PowerBI, ServiceNow, and PM tools is preferred.

Qualifications

• 5+ years in IT or technology support with 3+ years in Service Management.
• ITIL v4 and COBIT framework adherence.
• Experience writing and socializing executive-level Incident Reports.
• Interpersonal skills; able to drive major incidents with urgency.
• Excellent verbal, written, and listening skills; articulate complex issues clearly.
• Proficient in PowerBI, PowerPoint and Excel reporting.
• Experience with Resource planning, forecasting and continuous improvement; familiar with PM tooling (Gantt, Kanban, Agile).

Responsibilities

• Provide a point of escalation and leadership for high-priority incidents follow-the-sun.
• Facilitate efficient Incident Management process and ensuring timely and formal communication with customers and internal partners for high-priority incidents.
• Define, report and track service quality metrics.
• Ensure a seamless transition to Problem Management while maintaining comprehensive oversight.
• Analyse performance metrics to prepare and present service performance reports
• Instigate and drive service improvement initiatives.
• Ensure effective operation of the Change Management process including risk assessment, approval and sign off.
• Ensure efficient use of Change Management tools in line with global processes.
• Collaborate with relevant teams to keep SLA/SLO accuracy.
• Ensure process alignment with the ITIL and COBIT frameworks.
• Collaborate and contribute with the overall success of all ITSM-related functions (Incident, Problem and Change Management, Service Governance, Service Continuity and the Technical Operations Centre)

Skills

Incident Management

Change Management

ITIL v4

COBIT framework

Executive reporting

Power BI

PowerPoint

Excel

ServiceNow

PM tools

Tools

ServiceNow

PowerBI

Excel

PowerPoint

Gantt charts

Kanban

Job description

• Provide a point of escalation and leadership for high-priority incidents follow-the-sun.
• Facilitate efficient Incident Management process and ensuring timely and formal communication with customers and internal partners for high-priority incidents.
• Define, report and track service quality metrics.
• Ensure a seamless transition to Problem Management while maintaining comprehensive oversight.
• Analyse performance metrics to prepare and present service performance reports
• Instigate and drive service improvement initiatives.
• Ensure effective operation of the Change Management process including risk assessment, approval and sign off.
• Ensure efficient use of Change Management tools in line with global processes.
• Collaborate with relevant teams to keep SLA/SLO accuracy.
• Ensure process alignment with the ITIL and COBIT frameworks.
• Collaborate and contribute with the overall success of all ITSM-related functions (Incident, Problem and Change Management, Service Governance, Service Continuity and the Technical Operations Centre)

Qualifications:

• 5+ years’ experience in an IT or technology support role. With 3+ years of Service Management experience.
• ITIL V4 and COBIT framework adherence proven track record.
• Solid experience collaborating with Incident Management to write and socialize executive-level Incident Reports.
• Solid interpersonal skills and comfortable interacting with partners at both infrastructure and application levels. Must be willing to step up and drive major incidents involving production environments with a strong sense of urgency.
• Excellent communication skills. Exceptional verbal, written and listening skills are essential to exert influence within the organization and with partners and supplier. A specific skill is the ability to summarize and communicate complex technical issues concisely to senior internal partners and customers
• Good report building and presentation skills (PowerBI, PowerPoint, Excel, ServiceNow)
• Good in Resource Planning, Forecasting and Continuous Improvement (Solid grasp of Project Management tooling. Gantt, Kanban, Agile Framework (scrum), Kaizen, et cetera)