Service Delivery Specialist

Jurong Port’s multipurpose port operating expertise includes efficient handling of general, bulk and containerized cargo, management and operations of the Tuas Offshore Marine Centre, and Lighter Terminals in Penjuru and Marina South. Besides Singapore, Jurong Port is involved in overseas joint ventures in China and Indonesia. In 2016, Jurong Port’s local and overseas terminals handled close to 35 million tons of general and bulk cargo, and 560,000 TEUs of container cargo.

Applications Maintenance & Support Management

• Identify potential improvements to systems to minimise data patching.
• Analyse recurrence of problems, issues and defects to implement effective preventive actions with Service Delivery Team.
• Work with Digitalisation Division – Enterprise Architect, Technical Team to resolve application issues.

Business as Usual (BAU) Scope

• Drives continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training.
• Participate in DR exercises at organisational level.
• Execute and maintain Change Request (CR) Exco Meeting.
• Implement change requests from business users and product managers.
• Conduct yearly access review for DSA for JPonline.
• Manage a team of system analysts who will provide level 2 or 3 support to applications that are developed in house or by principal vendors.

Applications Maintenance & Support - Vendor Management

• Proactively manage vendors based on contractual obligations to ensure KPIs and SLA are met, resolve issues in a timely manner to minimise downtime and disruption to the business.
• Review vendors deliverables including classification of Change requests, Service requests, incident reports, monthly resource utilization reports, etc.
• Ensure monthly reports are submitted by vendors on timely manner and review their performances, prepare monthly service reports to the management.
• Ensure vendors adhere to processes and perform incident, release and change management.
• Establishment of quality control processes to ensure the vendor’s deliverables meet the required standards.
• Work with vendors and project teams review existing processes to drive cost reduction and improve efficiencies.
• Ensure the tasks performed are compliance to existing SOPs.

Application Maintenance & Support – Technology Review

• Ensure application reviews, system landscape review are conducted regularly and plan for technology upgrade/refresh by vendors to comply with Cyber Security requirements and maximising the lifespan of applications.
• Lead and validate quality of technical delivery proposal and implementation with vendors. Ensure that Technical delivery is up to defined standards and quality.
• Product evaluation for future planning.

Policies, Procedures and Audits

• Collaborate with Cyber Security and Enterprise Architect teams to put in place appropriate security measures.
• Monitor for security vulnerabilities and perform risk assessments if any security vulnerabilities unable to be patched.
• Perform application security design review.
• Ensure all IT tasks are carried out in accordance with IT policies, standards and procedures as laid out in the QMS.
• Participate and work with auditors in IT audits.
• Participate in Disaster Recover exercise for Ops systems.
• Conduct users’ access rights review annually.

Relationship Building

• Cultivate a broad and active network of relationships inside and outside the organization to exchange ideas and rally support.
• Stay in touch with people at all levels of the organization.
• Build good working relationship across all levels, departments and senior management team.

RELEVANT EXPERIENCE

1. Degree in computer science, computer engineering or information technology.
2. Good understanding of ITIL methodologies related to AMS such as incidents, problems and change management. ITIL certification would be an advantage.
3. Minimum 4 years in application maintenance and support, and vendor management.
4. Minimum 2 years of project management.
5. Knowledge of the following skillset:
   1. Unix, Redhat scripting.
   2. Programming language Java 8 and above.
   3. Knowledge of middleware e.g. Weblogic, Tomcat, SpringBoot.
   4. Automation tools.
   5. Build tools: Maven, Jenkins.
   6. Databases: Oracle, MSSQL, SQL skills.
   7. SDLC methodology: Waterfall, Agile.

PERSONAL CHARACTERISTICS & BEHAVIOURS

• Good communication skills to communicate with technical and non-technical stakeholders to understand their requirements and resolve issues.
• Independent and effective team player.
• Process strong analytical skills and critical thinking.
• Preferably with experience in logistic or port operation industry.