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Responsibilities

  • The incumbent will be performing the following scope of work for a system or a family of systems for a key client. The identified Systems are primary Videoconferencing Systems and Integrated Audio Visual Systems:
  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: i) 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

ii) 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

iii) Incident Management - Lead investigation and resolution of incident - Conduct root cause analysis and recommend improvement solution for recurrent incident to Client

iv) 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.

v) 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 evidences 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.

Requirements

  • Degree in Information Systems, Computer Science or equivalent
  • More than 3 years of IT project management experience and at least 5 years of IT experience with Videoconferencing & AV systems
  • Expertise in Video conferencing System, Integrated Audiovisual system. Knowledge in Networking and IT Infra systems
  • 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
  • Able to travel as and when required