Assistant/Manager (Product Operations & Digital Systems)

Job Scope: System Operations & Maintenance • Maintain 100% system uptime by ensuring analytics systems remain operational and accessible to all users with zero unplanned downtime • Monitor existing alerting mechanisms and coordinate with vendors to address system issues promptly • Manage all system changes through proper approval processes, ensuring comprehensive documentation and stakeholder sign-off • Coordinate planned maintenance windows and communicate effectively with all affected users Requirements Analysis& Product Management • Conduct thorough requirements gathering sessions with diverse stakeholders across the organisation • Identify and document use cases, creating detailed user journey maps to understand end-to-end user experiences • Translate complex stakeholder needs into clear, actionable product requirements that can be implemented by technical teams • Facilitate workshops and stakeholder meetings to ensure alignment on system enhancements and new features Dashboard Management& Governance • Oversee dashboard refresh cycles in accordance with stakeholders’ directions and instructions • Ensure all dashboard updates receive necessary approvals before implementation • Maintain comprehensive documentation for all dashboard changes, including rationale, approval trails, and implementation details • Coordinate with various departments to ensure dashboard content meets evolving business needs System Transition &Decommissioning • Develop comprehensive archival plans for existing analytics systems scheduled for decommissioning by end of year • Execute data migration and archival strategies to ensure critical historical data and reports are preserved and accessible • Coordinate with stakeholders to identify essential data retention requirements and compliance obligations • Manage the orderly shutdown of legacy systems whilst ensuring business continuity throughout the transition period • Document decommissioning processes and create knowledge transfer materials for future reference Vendor Management &Performance Oversight • Liaise with vendors to ensure service level agreements are met and system performance standards are maintained • Review and analyse monthly vendor reports on system changes, utilisation, and performance metrics to identify trends and improvement opportunities • Escalate vendor-related issues and coordinate resolution efforts • Provide oversight of vendor activities to ensure alignment with organisational requirements Communication &Stakeholder Management • Provide timely weekly updates to the team on analytics systems operations, including performance metrics, issues resolved, and upcoming changes • Synthesise insights from system performance data and vendor reports for management and stakeholders • Communicate transition timelines and decommissioning plans to all affected stakeholders • Serve as the primary point of contact for system-related queries and escalations Requirements: • Bachelor’s degree in Information Technology, Computer Science, Business Analytics, or related field • Minimum 3-5 years of experience in systems operations, preferably in analytics or business intelligence environments • Strong experience in requirements gathering and business analysis • Ability to quickly acquire comprehensive domain knowledge of tourism and hospitality datasets across existing and new systems • Proven track record in maintaining high-availability systems with minimal downtime • Experience with dashboard platforms and data visualisation tools • Experience in system migrations, data archival, and decommissioning processes • Strong vendor management and relationship management skills • Excellent communication skills with ability to translate technical concepts for non-technical stakeholders • Demonstrated leadership capabilities appropriate for Assistant Manager / Manager level responsibilities Preferred Qualifications: • Familiarity with visualisation (e.g. Qlik) and data processing (e.g. Talend, SAP) tools will be considered favourable. • Experience with change management processes and ITIL frameworks • Knowledge of data governance and compliance requirements • Familiarity with agile project management methodologies • Experience in user experience design and journey mapping • Experience managing system consolidation projects • Relevant certifications in systems administration or business analysis • Previous experience in a managerial or team leadership role Working Hours: Mon-Thurs: 9am – 6.30pm, Fri: 9am - 5.30pm Contract Period: 12 months (Estimated period: 25/5/2026 to 23/4/2027) Location: Orchard Spring Lane EA License No.: 96C4864 Reg No.: R26159658 BRANN LEONG CHUN HOE