Information Technology - Asst Mgr/Lead Engineer for IT Service Mgmt (Svc Resiliency & Ops Excel[...]

SINGAPORE AIRLINES LIMITED; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

SINGAPORE AIRLINES LIMITED is seeking a Lead Software Engineer/Assistant Manager to join their IT Service Management team. This pivotal role focuses on enhancing IT operations through process improvements and new tool implementations, helping to ensure operational resilience and high service quality. The ideal candidate will have extensive experience in IT Operations, strong analytical and project management skills, and be adept in Agile methodologies and ITSM tools. This is an exciting opportunity to drive impactful change and engage with various stakeholders in a dynamic environment.

Qualifications

• At least 5 years of relevant experience in IT Operations and Service Management.
• Hands-on experience with ServiceNow or equivalent ITSM tool required.
• Proficient in Agile methodologies and process improvement.

Responsibilities

• Lead improvement initiatives for IT operations and manage process optimizations.
• Engage stakeholders to address operational challenges and enhance service quality.
• Oversee critical incident management and ensure operational resilience.

Skills

Analytical Skills

Project Management

Communication

Stakeholder Engagement

Process Improvement

Agile Methodologies

Collaboration Tools

Cloud Technologies

Education

Degree in Information Technology or related fields

ITIL Certification

Service Integration and Management certification

Tools

ServiceNow Platform

Microsoft Teams

JIRA

Confluence

ScienceLogic

Splunk

Job description

The Lead Software Engineer/Assistant Manager will be part of the IT Service Management team in SIA's Information Technology Division, focusing on enhancing IT operations efficiency and effectiveness. This role involves managing initiatives to improve service quality and operational resilience, including process improvements and implementing new tools and methodologies. The successful candidate will collaborate with stakeholders to ensure swift recovery from complex incidents, manage disaster recovery, and drive improvements in service availability and operational stability.

Key Responsibilities include:

• Improvement Initiatives: Identify areas for improvement within IT operations through data analysis, stakeholder feedback, and performance metrics. Lead improvement projects, aligning them with business goals and IT strategies. Apply process improvement methodologies like Lean, Six Sigma, or ITIL.
• Process Optimization: Analyse existing IT processes to identify inefficiencies and design streamlined processes to enhance response times, reduce costs, and improve service quality. Ensure effective adoption of new processes.
• Performance Metrics Review and Adoption: Develop and maintain metrics and KPIs to monitor IT operations and improvement initiatives. Provide regular reports to senior management, utilizing data-driven insights for decision-making.
• Stakeholder Engagement: Collaborate with IT leadership, service desk teams, and other stakeholders to address operational challenges. Facilitate workshops and meetings to gather input and drive consensus on improvement initiatives. Foster a culture of continuous improvement.
• Incident Management and Resiliency: Take ownership of critical incidents, ensuring swift resolution and conducting root cause analyses. Proactively prevent defects and eliminate inefficiencies to enhance system resilience.
• ITSM Leadership and Training: Provide ITSM knowledge training to all IT teams, including remote offshore resources. Mentor team members and align ITSM ITIL practices to ensure operational readiness.

Requirements:

• Degree in Information Technology or related fields, with ITIL/Service Integration and Management (SIAM) certification. Additional certifications in ITSM CAS, CAD, or CIS are a bonus. Knowledge and certification in Business Continuity Management (BCM) preferred but not mandatory.
• At least 5 years of relevant experience in IT Operations and IT Service Management, including process improvement. Proven proficiency in Agile methodologies for operations management.
• Hands-on experience with ServiceNow Platform or equivalent ITSM tool is mandatory. Familiarity with network and cloud technologies (e.g., Linux, Wintel, VMware, DevOps) preferred.
• Strong analytical skills, project management skills, and a proven track record of successful improvement initiatives in an IT environment. Proficiency in collaboration tools (e.g., Microsoft Teams, SharePoint, JIRA, Confluence) and monitoring/orchestration platforms (ScienceLogic, Splunk, APM).
• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
• Ability to work on strategic direction initiatives, balance multiple priorities in a fast-paced environment, and oversee operations, including Service Desk, IT Operations Command Centres, Major Incidents Handling, and Chairing Change Advisory Board reviewing teams' readiness for Major change.
• Adaptive, responsive, able to manage dynamic environments effectively, independent, self-motivated, result-driven, and willing to work beyond office hours.