Lead Analyst - Service Manager (Finance Systems)

Synapxe; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Synapxe is seeking a dedicated professional to support Operational Planning within our service operations and maintenance framework. You will assist as a Subject Matter Expert and help drive capability across the organization.

You will participate in disaster recovery planning, execute response activities, coordinate maintenance and incident management, and work with multiple teams to restore services while keeping stakeholders informed.

Responsibilities

• Assist as Subject Matter Expert and drive capability to apply service operations and maintenance framework
• Implement Response and Recovery Plans to improve service recovery
• Assist senior leaders in disaster recovery planning and activities
• Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes
• Troubleshoot and resolution of service health issues and bring relevant parties to resolve impediments impacting service performance
• Organise system activities including planned maintenance events, system backup processes and disaster recovery drills
• Support and assist in high severity incidents and drive problem management meetings
• Assist in blueprints for operational support material for disciplines of applications are concise and complete. Covering (internal security and technology standards)
• Collaborate with multiple internal teams across disparate groups to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution
• Track and ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance
• Ensure all operational support material is complete and all process comply within internal security and technology standards
• Prepare and deliver status updates / report to management
• Provide Level 1.5 support
• Log and track problem tickets relating to S1/S2 or high impact issues
• Manage high severity incident communications such incident broadcast communication to all stakeholders and provide regular updates to management until incident closure
• Manage the incident and problem management process to ensure all preventive measures and problem resolution are recorded in the Known Error Database (KEDB)
• Maintain processes, templates and SOP, website and information related to incident and problem management
• Provide guidance to the team to ensure the best support and best standarization of approaches possible for systems availability

Job description

Operational Planning

• Assist as Subject Matter Expert and Drive organizational capability to effectively apply service operations and maintenance framework
• Implement Response and Recovery Plans and activities relating improvements to service recovery
• Assist senior leaders in disaster recovery planning and activities

Operational Execution

• Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes
• Troubleshoot and resolution of service health issues and bring relevant parties to resolve impediments impacting service performance
• Organise system activities including planned maintenance events, system backup processes and disaster recovery drills
• Support and assist in high severity incidents and drive problem management meetings
• Assist in blueprints for operational support material for disciplines of applications are concise and complete. Covering (internal security and technology standards)
• Collaborate with multiple internal teams across disparate groups to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution
• Track and ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance
• Ensure all operational support material is complete and all process comply within internal security and technology standards
• Prepare and deliver status updates / report to management
• Provide Level 1.5 support
• Log and track problem tickets relating to S1/S2 or high impact issues
• Manage high severity incident communications such incident broadcast communication to all stakeholders and provide regular updates to management until incident closure
• Manage the incident and problem management process to ensure all preventive measures and problem resolution are recorded in the Known Error Database (KEDB)
• Maintain processes, templates and SOP, website and information related to incident and problem management

Team Development

• Provide guidance to the team to ensure the best support and best standarization of approaches possible for systems availability