Position Objective

The IT Operation Support Centre Lead Analyst is responsible for leading the coordination and responding to all incidents and service requests pertaining to Group and Local BU data centre management and cloud managed services. This role involves ensuring timely resolution and fulfilment of technical issues while maintaining high levels of customer satisfaction. Additionally, the analyst will conduct data mining and perform analytics to understand user behaviours, identify trends, and generate actionable insights to support management decision-making. The ideal candidate will combine basic technical expertise with analytical skills to enhance service delivery and contribute to continuous improvement initiatives.

Roles and Responsibilities:

1. Incident and Request Management

• Serve as the first point of contact for incidents and service requests related

to data centre and cloud services.

• Log, categorize, prioritize, and assign incidents and request in alignment with SLA standards.

• Provide timely updates to users on the status and resolution/fulfilment of their incident/requests.

2. User Support and Service Excellence

• Deliver a high-quality customer experience by ensuring all communications are professional and user-centric.

3. Data Mining and Analytics

• Collect data related to user interactions, incidents, and service requests

• Analyse and consolidate data related to user interactions, incidents, and service requests.

• Identify patterns, trends, and root causes to understand user behaviour and system performance.

• Develop dashboards and reports to present insights to stakeholders.

Job Requirements:

Experience:

• 2+ years relevant experience in managing large enterprise technology Service Management functions, Customer Service or Service Desk

• 1+ years relevant experience in using ITSM tools ie. ServiceNow, BMC etc

• Diploma in Business IT or Computing

• Able to work on shift 24/7

• Demonstrable track of IT Service Management processes implementation and transformation and enterprise scale.

• Good understanding and proven experience in ITSM implementation in a multi-site environment.

• Proven experience plus qualification in ITIL.

• Sound understanding of IT operating model design and best practices.

• Sound experience in using MS Teams

Special skills:

• Ability to demonstrate independent leadership, judgment, and decision making.

• Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative.

• Ability to create and maintain cooperative working relationships with internal and external stakeholders at all levels.

• Excellent analytical and communication skills to understand business context; and enquire, counsel, and present solutions in an understandable and simple manner.

• Be a self-starter and possess the confidence and skills to operate with and enjoy a high degree of autonomy.

Shift Hours:

Morning Shift: 7am - 4pm

Evening Shift: 3pm - 12am

Night Shift: 11pm - 8am

Lead Analyst, IT Operation Support (24/7 Shift)