IT Service Management Officer (SMO)

NCS Pte Ltd; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

A leading technology services firm in Singapore is looking for an IT Governance Team member to manage system development and maintenance for a key client. The ideal candidate should have over 5 years of IT project management experience, strong skills in incident and IT service management, as well as experience with Microsoft technologies. This position offers the opportunity to lead a dynamic team and positively impact client operations. Candidates should be self-motivated and possess excellent communication skills.

Benefits

Professional development opportunities

Diverse work environment

Competitive compensation package

Qualifications

• Over 5 years of IT project management experience and at least 10 years of IT experience.
• 3-5 years of hands-on deployment and support experience in server infrastructure.
• Familiar with Software Development Life Cycle (SDLC).
• Self-motivated with excellent communication skills.
• Ability to maintain trusting relationships with clients.

Responsibilities

• Manage the development and maintenance of the IT team.
• Monitor and report on SLA/KPI of in-scope systems.
• Lead investigation and resolution of incidents.
• Ensure compliance with applicable standards and directives.
• Propose initiatives to enhance IT governance and compliance.

Skills

IT project management

Stakeholder management

IT Service Management

Incident Management

IT Security Compliance

Education

Degree in Information Systems or Computer Science

Tools

Microsoft Active Directory

Microsoft Exchange

Windows Server

Skype for Business

Job description

Company Description

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 14,000 has delivered large-scale, mission‑critical, and multi‑platform projects for governments and enterprises in Singapore and the APAC region.

Job Description

Your will be part a team of highly motivated individuals in the IT Governance Team, managing the development and maintenance of IT team on behalf of a key NCS client. You should have proven track records in areas of Stakeholder management, IT Service Management, IT Configuration Management, Incident Management, IT Security Management and IT Security Compliance & QA Management.

If you thrive on being part of delivery and transforming the clients’ operation, then this is the position for you. Your 'hands‑on' knowledge, vast exposure and wealth of experience either in vendor and/or user environments, coupled with a driven and self‑motivated personality, will ensure your success.

Responsibilities

You will be performing the following scope of work for a system or a family of systems for a NCS key client:

1. Service Management
2. Configuration Management
3. Incident Management
4. IT Security Management
5. IT Security Compliance & QA Management

The following are the activities in each scope of work:

Service Management

• Monitor and report on the SLA/KPI of the in‑scope systems, grouped under the System Family, to the client
• Liaise and work directly with client (stakeholders, Ops Managers and/or Contractors) for purpose of project delivery and maintenance support.
• Monitor and update client on operation concern and/or compliance matters and propose resolution.
• Provide monthly summary and/or progress report on systems health, statuses, risk status and status of CR/SR and System Problem.
• Conduct and/or participate in management update meetings - CCC, Operations, Service Review, Audit and Management Meeting.
• Review reports from Operations & Support (O&S) project teams within the System Family
• Provide support to O&S Project teams during Audit, DR/BCP, Backup & Recovery exercise.
• Propose continuous improvement initiatives with recommendations to strengthen IT governance & compliance, increase efficiency on work quality and processes.
• Prepare Management plan and submit compilation to the Client annually

IT Configuration Management

• Periodically review IT asset inventory (hardware, software, network equipment, network attached equipment and end‑points) records maintained and updated by Client appointed Asset Officer.
• Maintain oversight and review the Obsolescence at System Family Level.
• Prepare and submit report to Client

Incident Management

• Lead investigation and resolution of incident
• Conduct root cause analysis and recommend improvement solution for recurrent incident to Client

IT Security Management

• Schedule security scan for identified systems according to policies and verify all vulnerability rectifications are satisfactorily performed.
• Conduct Security Review on System Access and administration patterns weekly, and report unusual or suspicious activities, if any, to SMO Head Office.
• Track, mitigate and deploy patch security vulnerabilities accordingly to the stipulated timeline. Maintain oversight and submit reports on monthly basis.
• Escalate and/or seek Client’s acceptance and approval of assessed risks.

IT Security Compliance & QA Management

• Ensure compliance status of the Systems adheres to applicable standards, polices, directives and guidelines.
• Declare, review and report compliance status to SMO head office annually.
• During audit exercise, work with stakeholders to provide responses and evidence to auditors or compliance related declarations.
• Provide a Rectification Plan on any gaps found.
• Provide rectification plan for issues arising from audit.
• Seek waiver on compliance whenever it is justifiable.
• Ensure all applicable standards, policies, directives, guidelines, deliverables and quality assurance records are filed and kept up‑to‑date for audit and review purposes.
• Work with Client on system enhancement required for policy changes and audit requirements.

Qualifications

The ideal profile should have / be:

• More than 5 years of IT project management experience and at least 10 years of IT experience
• At least 3-5 years’ hands‑on deployment and support experience in server infrastructure for Microsoft Active Directory, Exchange 2013/2016/2019, Skype for business.
• Familiar with Software Development Life Cycle (SDLC)
• Experience in IT business analysis techniques
• Self‑motivated with a positive “can‑do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques
• Able to lead, develop and maintain respectful and trusting relationship
• Working experience with both Microsoft Exchange (2013/2016) and Active Directory in an enterprise environment, including in depth familiarity with Windows Server (2012/2016), Skype for business 2015 and related technologies.
• Knowledge of Microsoft Outlook client support, SMTP mail routing, DNS, OWA is a must.
• Candidates are required to handle clients professionally during all interfaces, and are customer oriented, and work effectively both independently and in a team environment.
• Degree in Information Systems, Computer Science or equivalent

Additional Information

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

Together, we make the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.