Senior Manager, Data Services Senior Manager, Data Services …

Singtel
in Singapore
Permanent, Full time
Be the first to apply
To define
Singtel
in Singapore
Permanent, Full time
Be the first to apply
To define
The Senior Service Operations Manager is accountable for ongoing support and maintenance, capacity management, data availability and data integrity, performance and stability of Enterprise Reporting, Business Intelligence, Enterprise Data Warehouse (EDW) , Operational Data Store (ODS), Data Lake and Campaign platforms.The Senior Service Operations Manager will also manage the vendor(s) who will be responsible for the support of applications running on various technology platforms.
Company description:

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative. 

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020



Job description:

The Senior Service Operations Manager is accountable for ongoing support and maintenance, capacity management, data availability and data integrity, performance and stability of Enterprise Reporting, Business Intelligence, Enterprise Data Warehouse (EDW) , Operational Data Store (ODS), Data Lake and Campaign platforms.

The Senior Service Operations Manager will also manage the vendor(s) who will be responsible for the support of applications running on various technology platforms. He/she will be responsible for managing the vendor’s SLA performance, including their obligations to ensure system health and availability. He/she will work with the vendor and relevant Group IT staffs in SingTel to resolve any issues, where applicable.

 

The role covers the following key objectives:

 

1. Service Level Management

2. Capacity Management

3. Data Availability Management

4. Service Continuity Management

5. Service Catalogue Management

6. Vendor/Supplier Management

7. Incident and Problem Management based on defined Service Level Agreement

8. Service Measurement and Reporting

9. Continual Service Improvement

10.Defining and improving Change Management and Release Management process,

standards and guidelines

11.Managing user’s escalation and business relationship

12.Be an advocate for best practices in the areas of service operations

13.Contract and license management with service providers

14.Budget planning and cost controlling for application maintenance (including licenses /

subscription)

15.Periodic audit on Incident and Problem tickets

16.Support and drive compliance to internal and external audit

17.Be an advocate and lead transformation of service operation

 

Responsibilities

 

1.Track and monitor vendor performance in root cause analysis and problem rectification,

including system changes required to prevent a recurrence of the incident

2Track and monitor vendor performance against specified service level on incident resolution

and system restoration.

3. Monitor and drive closure of incident tickets

4. Coordinate and support in major incidents, including proper resolution closure and post

incident review

5. Produce regular report for effective Incident management and resolution

6. Manage and handle user escalation

7. Monitor the effectiveness of the operation support processes and make recommendations on

how to improve the process

8. Ensure that operation support procedures are documented accurately and regularly updated

9. Define, review and improve standards and guidelines for change management and release

management process

10. Review projects and change requests to ensure quality solutions are delivered/tested before

deploying into production environment to ensure that systems remain operationally optimal,

and relevant to business.

11. Work closely with the vendor for proactive maintenance activities, and ensure the vendor

conducts and monitors the maintenance activities.

12. Identify triggers of change in Business volumes and usage pattern, and ensure the

corresponding capacity is actioned by the vendor.

13. Provide business requirements for appropriate backup and disaster recovery processes to

ensure business continuity

14. Manage service providers to perform according to contracted service scope and requirements

15. Identify tools and ensure automation are implemented for the relevant processes

16. Plan and manage annual budget for operating expenses (OPEX) for application maintenance

and license (or subscription) management

17. Cost controlling and report monthly operating expenses

18. Manage contracts, agreements and other service providers-related issues

19. Build, maintain and improve relationship with business leaders, Group IT domains

(departments) and IT service providers to deliver value via data

20. Conduct periodic audit on service quality management on application maintenance services

21. Drive Group IT initiatives to the team

22. Work with the IT teams and business users to maintain the Service Level Agreement

23. Support and drive compliance to internal and external audit

24. Support and drive compliance to data security and data protection guidelines

25. Drive continuous improvement and optimization activities in DPM applications to ensure they

remain relevant, scalable and operational

26. Lead and drive automation and transformation in service operation

 

Major Challenges

 

  • Managing the complexity of the system landscape and various stakeholders and multiple IT service providers to ensure stability, availability, scalability, incident resolution and system restoration
  • Managing the complex operations of the EDW and ODS to ensure the accurate data and reporting are delivered to business stakeholders within the agreed SLA
  • Managing various stakeholders from different levels
  • Keep abreast with the constant and fast evolving solutions and technologies in business intelligence, data warehouse, enterprise reporting and data management

 

Ideal candidates should possess

 

  • Bachelor’s degree in Business Management, IT, Computer Science, Computer Engineering or equivalent.
  • At least 8 years of experience in the area of data warehouse, BI & reporting and / or data management
  • At least 5 years of experience in vendor management
  • Hands-on experience in handling Incident Management, Problem Management, Service Level Management, Configuration Management, Capacity Management and Availability Management
  • Hands-on experience in SLA reporting to Management
  • Experience in managing and driving outsourced service providers to delivery and operations objectives
  • Experience in stakeholder management skills
  • Experience in procurement process and commercial negotiations with IT vendors
  • Understanding and experience with the Software Development Life Cycle and Agile methodologies
  • IT financial management and budgeting skills

 

Knowledge of following BI technologies:

 

  • Data Warehouse such as Oracle Exadata, Teradata, Redshift, MS-SQL,
  • Business Intelligence solutions such as Cognos,
  • Tableau or Power BI
  • Relational Database Management System
  • SQL and NoSQL
  • Master Data Managemaent
  • Able to accept a significant level of responsibility and accountability
  • Highly organized, self-motivated, prao-active, and ability to manage time and resources
  • Skill in working with people of varying technical abilities in a team environment
  • Influencing, persuasion, negotiation and conflict resolution
  • Ability to analyse and understand complex problems
  • Ability to explain technical information in business terms
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