Then start with T-Systems, Deutsche Telekom's business customer brand. Be part of the team that is making Deutsche Telekom one of the world's fastest growing integrated ICT company.
About T-Systems
Incorporated as T-Systems Sdn. Bhd and having achieved the Multimedia Status Company (MSC) status, we are unequivocally committed to develop Malaysia as the operations hub for the Asia-Pacific region to provide an extensive range of ICT services to our customers. As a Deutsche Telekom's enterprise customer unit, T-Systems has more than 160,000 corporations and public institutions that use our network-centric information and communications technology (ICT) services ranging from data center operations and global Internet Protocol services to the development and management of applications. With locations in over 20 countries, T-Systems is a preferred supplier for Corporate Europe's global business activities. The company, based in Frankfurt/Main Germany, serves all industries and is a leading provider for the automotive and telecommunications industries as well as the public sector. With approximately 56,500 employees, T Systems posted revenues of 12 billion euro in 2007. In Asia Pacific, T-Systems offers our customers business flexibility through the major business hubs in China, Japan, Malaysia and Singapore.
Develop further. With us.
Because T-Systems success depends on every individual, we offer our employees complete dedication and individually tailored development opportunities. That is why we at T-Systems build on professionalism, lifelong learning, individual responsibility and individual advancement. Development discussion, performance management systems, development programs, international networks and interdepartmental know-how transfer in cross-border projects: We offer you plenty of opportunity to achieve your potential and pursue personal career advancement as a technical specialist or manager. Because individual development sets up the best conditions for ensuring top performance in a team. At T-Systems we aspire to build a corporation of enhanced workforce diversity and culture with a focus that goes beyond race and gender, and is inclusive of diversity of age, language, thinking style, culture and educational levels.
We want to be the best. For the benefit of the customer, the company and every individual. And we know that our employees ensure T-Systems success today and tomorrow.
Transition-to-Support Consultant [2856]
(Selangor - Cyberjaya)
ROLE PURPOSE:
- Manages and coordinates developments and changes to new and existing T-Systems Hosting & Storage services, ensuring service descriptions are formalized, processes and procedures are developed and aligned, documentations are created and updated, while necessary tools are made available and staff are trained for delivering these services to the Shell Global Account.
- Implement project assurance by building and delivering the interfaces between the various support teams in GDUs, GDM, SSM, Architecture & Engineering, and the Project Managers via the formalization of operational readiness sign-offs for new or changed services that are transitioned to support.
- Track, Report and Improve the T-Systems transition-to-support management process to enforce mandatory sign-offs by all stakeholders involved in delivering a service to the Shell Global Account to provide visibility of quality and progress to project delivery sponsors, as well as increase the operational stability of transitioned services.
Responsibilities:
KEY ACCOUNTABILITIES:
- Implement a standardized and efficient Transition-to-Support (TTS) and Operational-Readiness-Review (ORR) process for T-Systems’ customer accounts
- Support the operations teams to deliver on their service delivery process KPIs, with an invoice value of ~€5m per month.
- Represent Operations Support teams in the take on of new services and DRP's by engaging Service Managers and Project Managers and Process Teams to define service and security requirements, against existing operational capabilities.
- Ensure procedures/documents are created/updated to be able to support new services/use new tools, sufficient and appropriate solutions are defined in the Knowledge Mgmt database, and all required technical and process trainings are provided to the support engineers.
- The ORR role is accountable for the management of the operational readiness process for every change to ITIL processes & supporting tools. This includes the management of the sign-off by involved GDU/GDM for changes inscope.
- Optimize operational resource participation in the service transition and transformation project meetings.
- Chair project steering and stakeholder review meetings to assess, evaluate and sign-off operational readiness of services in transition to support.
- Develop remediation plans for service transitions at risk due to scope creep or variations arising from incompatibility of onboarded support models, systems or processes.
- Perform operational readiness assessments for services transitioned to support teams for run&maintain operations
- Engage process owners and operations leads to establish process documentations and security policies for service transition projects
- Function as the Quality Assurance gate to ensure final sign-offs from all stakeholders before accepting transitioned services into production support
- Perform continuous service improvements via process simplification and control
- Develop trending reports and analysis to provide management summaries for service level management
- Publish, update and maintain process documentations for service transitions, training and audit purposes.
KEY CHALLENGES
- Establish clear engagement points and have the ability to drive commitment levels across the organizational and functional lines by identifiying and integrating focal point in operational Service Lines
- Develop & Document the TTS process and service descriptions for alignment with the Project Mgmt framework (eg. Stage gates)
- Develop and maintain the ORR process and associated documents (e.g. checklists) to ensure all transition and transformation projects are kept in close line with the needs of the Service Lines and deliveries
- Own documentation of procedures that are not under control of process owners to ensure requirements from operational teams (GDU/GDM) are collected and adequately considered in transition and transformation projects as preparation for ORR and sign-off.
- Align and embed business requirements into standard T-Systems service operations and delivery processes to minimize customizations while maintaining flexibility to the customer
- Organize and chair internal and external cross-functional stakeholder meetings across global service delivery locations to prepare and agree service transition and transformation plans
- Adher to strict project milestones to ensure service transitions are onboarded or transformed according to scope and timelines.
- Conceptualize the overview for progressing the onboarding of new services with minimal information or conflicting priorities
- Have clear knowledge of all different technologies, service management processes and operational procedures.
- Have strong leadership capabilities to steer the completion of required actions where project team members are not directly reporting to you.
- Existing ITIL-supported service lines may already be operational without going through formal TTS onboarding.
- Rapid Organizational Transformation Activities are constantly running in parallel with Service Transition Projects, hence increasing the complexity for ensuring Operational-Readiness-Review sign-offs
Requirements:
- A Bachelor’s Degree in IT, Computer Science or Systems Engineering
- Minimum 2 years in IT operations or engineering
- At least 2 years in an IT service or project management role, with experience in leading a team
- Experience in process design and implementation, or security compliance would be an added advantage
- At least one of the following certifications would be an advantage – ITIL Foundation, Business Analyst, Project Management, Kepner-Tregoe
- Knowledge of Hosting & Storage Infrastruture:
- Wintel, Linux/Unix, Storage, SAP
- Global Data Center Floor Management
- Virtualization or Dynamic Computing Services
- Middleware Landscapes – XI, EIA, Portal Biztalk
Familiar with ITIL Service Support and Delivery Processes (ie. Incident, Problem, Change, Release, Configuration, Capacity, Availability, IT Service Continuity, Security, IT Financial/Assets, Service Level Management)
Skilled in Office Productivity Suites – especially MS Excel, Powerpoint & Visio (MS Project is an advantage)
Familiar in using service management and ticketing tools
Expected Skills & Experience:
- Stakeholder Engagement
- Negotiation & Influencing
- Coordination
- Quality Assurance
- Time Management
- Process Design
- Presentation Skills
- Values Diversity
Competencies Required:
- IT Service Delivery & Support Processes
- Champions Customer & Stakeholder Focus
- Displays Interpersonal Effectiveness
- IT Service Delivery & Support Tools
- Operating Infrastructure
- Own Organization’s Product & Services
- SLA & Service Level Management
- Customer Service Techniques
- Cross-Function & Inter-Discipline Awareness
- Progress Reporting
- Infrastructure Architecture
- Operating Systems
- Business Analysis Techniques
Personal Behaviours:
- Proactive and Self Motivated
- Flexible and Dynamic Team Player
- Attention to Detail & Quality
- Analytical & Critical Thinking
- Communicates Effectively (written & verbal)
- Customer Focused
- Organized
- Encourages Teamwork
T-Systems Malaysia Sdn Bhd
2340, Century Square, Jalan Usahawan, Cyberjaya 63000.
Website: http://www.t-systems.com/
