Team Leads

Leong Mun Wai

Leong Mun Wai
Manager
Centre for Instructional Technology
Classroom Teaching Support
6601 1301
citlmw@nus.edu.sg

Jeffery Wong

Jeffery Wong
Associate Director
NUS Information Technology
End-User Device Support
6516 4933
jeffery@nus.edu.sg

Tan Boon Leng

Tan Boon Leng
Senior Associate Director
NUS Information Technology
Systems Support
6516 2449
boonleng@nus.edu.sg

 

Role of Team Leads

  • Represents the services identified in the IT Service Catalog across the University.
  • Serves as the point of escalation (notification) for major incidents.
  • Develop service pages for the ITSS Service Catalog.
  • Coordinate SLA creation, reviews, and updates. * Identify service team and facilitate team meetings, activities and training.
  • Lead teams through service lifecycles.
  • Identify and publish service metrics.
  • Participates in external service review meetings (with the business owners).
  • Service Owners should ensure that their service teams are familiar with the following processes:
    • Request Management – including using of IT Request Ticketing System to raise, update and close off requests ticket.
    • Change Management - including awareness of events listed in maintenance calendar and normal, standard and emergency changes processes.
    • Knowledge Management - including content templates, appropriate review and updating of database.
    • Incident Management - including responding to unplanned outages.