Service Quality Analyst

4 days ago

Bangsar South, Malaysia Sudong Sdn Bhd Full time

**Service Quality Analyst - Incident Manager**

**Kuala Lumpur**

**Testing & Quality Assurance (Information & Communication Technology)**

**Full time**

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.

**Position Summary**:
The role of Service Quality Analyst (SQA-IM) involves overseeing the end-to-end delivery of services, ensuring quality, efficiency, and stakeholder satisfaction, and continually working towards improving processes for better outcomes flowing Singtel ITSM standards.

**Responsibilities**:

- Point of escalation of infra related incident and respond to incident.
- Plan, coordinate all the activities required to perform, monitor, change request and report base on Singtel’s Incident and Problem Management process.
- Log detailed and accurate information about incidents and maintain comprehensive documentation, including incident details, actions taken, and resolutions.
- Collaborate with cross-functional teams and stakeholders to ensure effective incident resolution.
- Analyse incidents to identify root causes, patterns, or recurring issues. Contribute insights to post-incident reviews and collaborate with other teams to prevent similar incidents in the future.
- Provide feedback on incident management processes and suggest process improvement and efficiency gains.
- Offer training to TI support team to help prevent and mitigate recurring incidents.
- Adhere to service level agreements (SLAs) for incident response and resolution.
- Prepare and present regular reports on service quality metrics and performance to management and other stakeholders.
- 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.

**Job Requirements**:

- Degree in Computer Science / IT or equivalent.
- Minimum of 4 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.
- Able to work on 24 x 7 rotational.
- Experience in engaging cross functional and technical competency teams.
- Strong customer focus with a commitment to delivery of quality services.
- Good in time management and attention to details.
- Strong investigative, problem-solving skills - ability to identify problems and provide solutions.

**Salary**: RM5,000.00 - RM7,000.00 per month

Schedule:

- Monday to Friday

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