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Lead, IT Services Management (Based in Petaling Jaya) Job Opening In Singapore, Singapore – Now Hiring StarHub


Job description

Job Description

A) ITSM Operations, Production Stability & ServiceNow Tools Support

  • Major Incident Management: Able to drive business impacting incidents, with Command & Control to resolve the incidents and in turn minimize or avoid business impact

  • Integrates and supports world-class 24x7x365 systems availability and performance through effective Incident, Change and Service Level Management processes, clear executive communications, and service recovery activities.

  • Helms and leverages the ServiceNow / ITSM tool(s) / Slack and processes for
  • Incident Management, Problem Management, Change Management, Knowledge Management, and Service Request Management.

  • Applies ITIL framework into the IT Organisation for effective management and control.

    Sees through the implementation of the framework across the IT teams.
  • Adopts and adapts the ITIL framework within day-to-day situations and responsibilities.

    Sets and enforces standards for IT practices and operation.

  • Designs projects aimed at improving IT processes, systems and operations.

  • In-Depth knowledge on CMDB and practical experience dealing with complex CMDB structure.
  • B) SRE adoption & Continual Service Improvement

  • Champion SRE methodologies within our ITSM framework, ensuring seamless integration and support for continuous integration/continuous deployment (CI/CD) pipelines.

  • Drive the adoption of best practices in SRE to enhance service reliability, scalability, and security within our IT service management processes.

  • Collaborate with cross-functional teams to implement automation, monitoring, and incident response mechanisms aligned with SRE principles.

  • Enables continual service improvement through the effective use of metrics and key performance indicators.

  • Supports reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events.

  • Establish Knowledge Management as a core practice within IS, including a repository of knowledge, the practice of managing knowledge through iterative changes, and the sharing of knowledge to different levels of the organisation.

  • Supports the implementation of service management and reporting tools, including the analysis and administration of Service Level management tools to understand key performance indicators for service delivery.

  • Knowledge or exposure to SRE best practices and/or implementation 

  • Qualifications

  • Tertiary Education in computer science, engineering, or equivalent experience.

  • At least 8+ years of experience in IT Service Management, Technology Operations and Application Development

  • Working experience or understanding of the ITIL V4 service management disciplines within the context of service development and service operations.

  • Good analytical and problem-solving skills; ability to develop hypotheses, frame problems, and generate relevant insights based on supporting data.

  • Experience in implementing cross-functional process improvements and delivering results.

  • Good technology experience in using and administering ITSM Tools like ServiceNow, Collaborative tools like Slack and Incident response tool PagerDuty etc.


  • Excellent verbal, written, presentation communication skills.
  • Required Skill Profession

    Operations Specialties Managers


    • Job Details

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