Eastspring is a global asset manager with Asia at its core. We create a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Eastspring a place where you can Connect, Grow and Succeed.
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Key Responsibilities
A. IT Service Delivery Management
• Own end-to-end delivery of infrastructure, workplace technology, network and operational support services within agreed service levels.
• Act as the primary operational point of contact for IT service delivery, coordinating internal stakeholders, regional teams, managed service providers and vendors.
• Monitor service performance, availability, capacity, incidents, requests, problems and recurring service issues; drive corrective and preventive actions.
• Lead service reviews with providers and ensure actions, dependencies, service credits and improvement commitments are tracked to closure.
• Provide timely, clear and accurate communications to business and technology stakeholders during service disruptions and planned changes.
B. Incident, Problem and Change Management
• Lead or coordinate response to major technology incidents and service outages, including restoration, stakeholder updates and escalation.
• Lead and contribute to Post-Incident Reviews and root-cause analysis, ensuring operational corrective actions are practical, assigned and completed.
• Coordinate problem management for repeated or high-impact incidents and monitor permanent fixes.
• Oversee operational readiness for infrastructure changes, upgrades, migrations and releases to minimise business disruption.
• Ensure changes follow approved change-management processes and that rollback, communication and support arrangements are in place.
C. Infrastructure, Network and Cloud Operations
• Oversee the availability, performance and lifecycle of servers, storage, networks, virtualisation, cloud services, endpoint platforms and related infrastructure components.
• Coordinate operational support, maintenance, upgrades, capacity planning and technical issue resolution with regional teams and outsourced providers.
• Review infrastructure health, availability, backup, monitoring and capacity reports and initiate improvement actions.
• Maintain operational documentation, support procedures, technical inventories and service dependencies.
• Provide technical leadership for infrastructure projects and operational transitions, including planning, testing, implementation and handover to support.
D. End-User Computing and Workplace Support
• Oversee end-user support covering installation, configuration, maintenance and troubleshooting of computer hardware, software, peripherals and data communication devices.
• Ensure incidents and service requests are prioritised, assigned, resolved and communicated in accordance with agreed service levels.
• Oversee joiner, mover and leaver technology fulfilment in coordination with HR, system owners and GSRC access-governance processes.
• Maintain standard endpoint configurations, approved software, support procedures and user guidance.
• Monitor service-desk quality, ticket ageing, recurring user issues and user experience; implement service improvements.
E. IT Asset and Software Lifecycle Management
• Own the operational lifecycle of IT hardware and software assets from planning and procurement support through deployment, inventory, maintenance, refresh and disposal.
• Maintain accurate asset inventories, assignment records, warranty information, software records and supporting evidence.
• Ensure IT equipment is securely decommissioned and disposed of in accordance with approved policies and procedures.
• Plan device refreshes and lifecycle replacements based on age, supportability, performance and business requirements.
• Support licence optimisation, vendor renewals…