IT Service Operation Specialist

About the role:

The IT Infrastructure Service Operation Specialist is responsible an all oversee the IT technical aspects and managing, maintaining IT services and delivery to meet the organization and its user’s needs.

This role involves coordinating with various IT teams, stakeholders, providers and end users to ensure the timely and efficient delivery of IT services and solutions while adhering to Service Level Agreements (SLAs) and maintaining overall users’ satisfaction.

Reporting to the Provider Manager (Commericial) , you will be accountable for:

IT Service Strategy and Planning:

• Develop and maintain the IT service strategy aligned with the business objectives and requirements.
• Collaborate with key stakeholders locally and regionally to define and deliver Service Level Agreements (SLAs) for various IT services.
• Identify areas for service improvement and develop plans to enhance service delivery processes.
• Technically competent to drive incident ticket and change request improvement with the local business to provide optimum cost-effective solutions for business improvement.

Service Operation and Delivery Management:

• Oversee the implementation and delivery of IT services to meet customer expectations.
• Monitor service performance and take proactive measures to ensure service availability, reliability, and quality.
• Overall having valuable experience in Infrastructure support and knowledge:

• Understanding of network and security system layout, setup, protocols, and Cisco Devices in terms of how to support.
• Understanding of server management, storage, database management, virtualization, and cloud services in terms of how to support.
• Ability to understand, visualize and support during project deployment and major crises to minimize to business impact.

• Maintain IT service management processes, including incident management, problem management, change management, and service level management, adhering to industry best practices (e.g., ITIL).
• Oversee the IT service desk operations, ensuring timely resolution of customer issues and requests, managing escalations, ensuring timely resolution and communication to affected parties and providing continuous improvement to enhance service delivery.
• Collaborate with technical teams to ensure timely and effective resolution of incidents and problems, minimizing the impact on business operations.
• Oversee the change management process to ensure that changes to IT services are implemented smoothly, minimizing risks and disruptions.

• Service Reporting and Analysis:
• Develop and maintain Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Generate regular service reports for management and stakeholders to review performance against agreed-upon metrics.
• Prepare and review the service operation matters and SLA (Service Level Agreement) with the stakeholders monthly.
• Analyse service data and customer feedback to identify trends and areas for improvement.
• Implement service improvement initiatives based on data-driven insights.

Vendor and Supplier Management:

• Collaborate with vendors and suppliers to ensure their services are in alignment with SLAs and service quality.
• Evaluate vendor performance and recommend contract renewals or changes when necessary.
• Led and managed the IT services team by providing technical guidance and support to improve the local customer experience.
• Foster strong relationships with internal and external customers to understand their needs, expectations, and concerns related to IT services. Work to improve customer satisfaction and address feedback and complaints.
• Coordinate with other IT teams, such as infrastructure, applications, and support, to ensure seamless service delivery

IT Service Continuity and Compliance:

• Identify areas for service improvement based on customer feedback, incident trends, and performance data. Develop and implement improvement plans to enhance service quality and efficiency.
• Develop and maintain IT service continuity plans and procedures to ensure business continuity during emergencies.
• Ensure IT service delivery adheres to relevant industry standards and compliance requirements.

IT Service Budgeting:

• Contribute to developing and managing the IT service budget, ensuring that resources and licenses are allocated appropriately and cost-effectively.
• Working with the Country & Regional Finance and Supplier Manager to ensure the monthly billing is reviewed and submitted in a timely manner

IT Security and Service Compliance:

• Ensure compliance with relevant regulatory requirements and company policies related to IT service management.
• Ensuring IT Infrastructure devices are kept up to date with the latest security patches and updates.
• Monitoring for potential risk and vulnerability within the Local Business and Infrastructure and working together with the Global IT Security Team for mitigation.
• Coordination with MSPs: Work closely with external Managed Service Providers to address all technical aspects, ensuring seamless service delivery and issue resolution.

About Olympus:

Our purpose at Olympus is to make peoples’ lives healthier, safer and more fulfilling. We do this through innovation. As a technology pioneer, we design and deliver solutions across our medical division that make a positive contribution to society.

Our products are used to capture the medical and diagnostic images of our world, from the microscopic to the endoscopic. They are instrumental for traveling inside the human body to help diagnose, treat, and prevent illness.

Our commitment to customers and our social responsibility is the cornerstones of everything we do.

Why work at Olympus?

At Olympus, we are dedicated to fostering a high performing culture, a collaborative environment, and enabling everyone to shine. Our common values of Integrity, Empathy, Long-Term View, Agility and Unity form the foundation of our culture and guide our behaviour, where our people feel like they are making a difference every single day.

Not only will you benefit from a meaningful, rewarding, and challenging career, but you will also have access to a range of benefits, including:

• A competitive salary package AWS Variable Bonus
• Hybrid work arrangements.
• Health and Wellbeing initiatives

What we are looking for:

You will consider yourself to be a proactive, achievement-oriented, and determined individual with:

• Tertiary qualification with a major in computing or information systems
• Professional Qualification: CCNA, Microsoft Certified Professional, ITIL is an added advantage
• Other relevant industry certifications
• A minimum of 5 years work experience is mandatory in IT support role, with proven experience in the primary duties and responsibilities listed above.
• Demonstrated leadership and management experience.
• Can work with all levels within the business, including having the confidence to challenge authority appropriately.
• Able to work hands-on, as well as strategically.
• Good verbal and written communication skills, including some experience with presentations.
• Enjoys working in a close team environment as well as autonomously.
• Both externally and internally customer focused.
• Flexible and able to contend with shifting and/or changing priorities.
• Professional, ethical & with high levels of personal integrity and stewardship.

Apply Now:

To submit your interest in this opportunity, select “Apply for this job.”.

Want to know more?

Confidential discussions are welcome; contact our Regional Talent Acquisition Specialist.

A comprehensive job description is available on our Careers page.

In the meantime, follow us on:

• LinkedIn - Olympus APAC
• Company website - www.olympus.com.sg

Olympus is an Equal Opportunity Employer