Assistant Lead Analyst - App Support (Channels - Proj Del)

Position Overview

This position requires exposure and experience to manage Project Delivery & the relevant Support Activities, for the scope under Grants, Channels, and iLTC.

Role & Responsibilities

Project Delivery

• Manage project or multiple projects and drives cross functional teams in a structured and methodological manner to meet the business objectives
• Plan and drive the required procurement activities including seeking the project scope and funding approval from the respective approving authority
• Monitor and track project progress to resolve issues across different functions immediately and mitigates any potential risks early to avoid project failure
• Lead cross functional teams, work in collaboration and coordinates with business users, internal and external teams, and vendors to ensure project is successfully completed within budget & scope, on time and with quality
• Provide regular progress update to key stakeholders and management and escalate issues for resolution in a timely manner
• Build partnership with internal and external stakeholders of projects
• Articulate and able to communicate to both internal and external stakeholders and is able to work well in a team environment
• See interconnections, anticipate operational issues across all parts of the projects and develop creative strategies to address them
• Participate in annual work-planning and manage the estimation of budget for new demands
       

Service Operations

• Responsible for overseeing the maintenance and support of systems/applications to ensure they operation smoothly and efficientl
• Provide on-going maintenance support for production systems/applications and 24/7 stand by support
• Attend to user queries, analysis and investigation of production issues reported, ensuring the issues are fixed as per user requirement
• Evaluate potential solutions and make recommendations to resolve application issues and user queries
• Manage, and log issues received, track and monitor the progress of fixes in a timely manner, according to established Service Level Agreements (SLA)
• Conduct root cause analysis for issues and implement preventive measures to prevent recurrence of issues
• Lead and participate in the system integration testing (SIT) and user acceptance testing (UAT) prior to production implementation of changes
• Lead and involve in change management process (Change Approval, Implementation, Testing, Deployment and verification)
• Lead and involve in administration matters such as contract renewals, SSL Cert purchases and renewals
• Work with business users and build good rapport
• Collaborate with vendors in implementing application patches, bug fixes and any necessary upgrades in accordance with OS/Software/Security policies
• Participate in implementation of projects and enhancements to provide inputs and review maintenance support requirements
• Collaborate with various internal teams (Infra/Database/Security/Cyber Defence/Data Centre Ops) to detect and remediate incidents, problems, and changes
• Provide periodic updates and reports to internal and user management

Requirements

• Degree in Computer Science, Computer Engineering or equivalent
• Successful track record in Project Management, User and Vendor Management and leading large-scale projects
• Successful track record in Service Operations Management
• Strong business process and analytical skills with the ability to assimilate information quickly, while being able to communicate complex requirements and issues clearly and concisely
• Good oral and written communication skills as well as good presentation skills with ability to conduct presentations comfortably to large group and senior management
• Strong relationship building, interpersonal skills and leadership, able to work independently as well as in a team
• Able to adapt to fast changes and work under pressure
• Experience in healthcare industry is an added advantage

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