Service Quality Analyst
Singtel
- Malaysia
- Permanent
- Full-time
- Prepare and present regular reports on service quality metrics, performance to management, and other stakeholders. These reports may include recommendations for improvement based on the analysis of data and trends.
- Interact and work with internal stakeholders and external entities such as vendors, service providers, to understand the needs, provide updates on service delivery, and address any concerns or feedback.
- Identify and resolve issues that may arise during service delivery. This could involve troubleshooting technical problems, addressing stakeholder concerns, and find effective solutions.
- Support with respective infra-Stakeholder to manage and maintain infra configuration items and relationship in the CMDB as the single source of truth.
- Work on designing, implementing, and managing service delivery processes in accordance with the Information Technology Infrastructure Library (ITIL) framework and practices.
- Provide process training and support to delivery teams to ensure to meet quality standards.
- Maintain accurate and up-to-date documentation such as creating and updating manuals, procedures, and other documentation related to service quality and delivery processes.
- Ensure that service delivery processes comply with relevant industry regulations and standards.
- Identifying and managing risks associated with service quality and delivery which includes developing contingency plans and strategies to mitigate potential issues.
- Support other ad-hoc duties been assigned.
- Degree in Computer Science / IT or equivalent.
- Minimum of 3 years' experience in Managing IT Service Delivery.
- Good in operational experience adopting ITIL best practices, advantageous if ITIL v3 certified.
- Excellent with MS office Suite for management reporting.
- Basic understanding of Database, Operating system such as Window, Linux and AIX, Storage system, Network system, Azure systems and AWS clouds.
- Experience in engaging cross functional and technical competency teams.
- Experience in liaising with Business and user communities.
- Strong customer focus with a commitment to delivery of quality services.
- Strong investigative, problem-solving skills - ability to identify problems and provide solution.
- Active operational team player.
- Full suite of health and wellness benefits
- Ongoing training and development programs
- Internal mobility opportunities