Urgent! L1 L2 Operations specialist [ASAP Starter]  

NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group.

Job Requirements:

• Experience in Jira and ServiceNow (SNOW) ticket management
• Knowledge in application testing and smoke testing
• Preventive maintenance support for operations
• Basic application troubleshooting and issue analysis
• Familiarity with incident management and production support processes
• Ability to monitor application health and system alerts
• Good communication and coordination skills for handling operational issues
• Experience working in Agile/Scrum environments is an advantage
• Ability to document incidents, resolutions, and operational procedures
• Willing to provide operational and after-hours support if needed
• Strong analytical and problem-solving skills

Duties and Responsibilities:

• Develop, implement, and maintain IT service management processes, including incident management, problem management, change management, request fulfillment, and service level management. Ensure compliance with industry best practices such as ITIL (Information Technology Infrastructure Library).
• Oversee the administration and configuration of ITSM tools, such as a service desk system, IT asset management software, and configuration management database (CMDB). Customize workflows, forms, and automation rules to align with business requirements.
• Coordinate and lead the resolution of IT incidents and problems, ensuring timely response and resolution. Analyze incident and problem trends to identify recurring issues and implement preventative measures
• Facilitate the change management process by reviewing and approving change requests, assessing potential risks, and coordinating change implementation. Ensure changes are properly documented and communicated to stakeholders.
• Define, monitor, and report on service level agreements (SLAs) and key performance indicators (KPIs) for IT services. Collaborate with stakeholders to continuously improve service quality and meet agreed-upon service levels.
• Identify areas for process improvement and automation within ITSM operations. Propose and implement enhancements to optimize workflows, increase efficiency, and improve customer satisfaction.
• Develop and deliver training materials and documentation to educate IT staff and end-users on ITSM processes and tools. Ensure effective knowledge transfer and promote self-service capabilities.
• Collaborate with various stakeholders, including IT teams, business units, and external vendors, to align ITSM processes with business needs and objectives. Participate in cross-functional projects and initiatives to drive IT service improvements.
• Other job-related activities that may be assigned from time to time.

• Experience in Jira and ServiceNow (SNOW) ticket management
• Knowledge in application testing and smoke testing
• Preventive maintenance support for operations
• Basic application troubleshooting and issue analysis
• Familiarity with incident management and production support processes
• Ability to monitor application health and system alerts
• Good communication and coordination skills for handling operational issues
• Experience working in Agile/Scrum environments is an advantage
• Ability to document incidents, resolutions, and operational procedures
• Willing to provide operational and after-hours support if needed
• Strong analytical and problem-solving skills