ALTEN Group is a world leader in Engineering and Technology consulting services providing outsourced Engineering, R&D, and IT Services for different industries such as Transportation, Defence, Energy and Security with 55,000 engineers in nearly 35 countries. ANOTECH is the subsidiary of the Group delivering ALTEN's Engineering Services in Singapore.
As a Service Delivery Manager, you will manage a team to deliver and maintain a high level of customer service to the client and to operate and support the infrastructure, systems, network and security for a mission-critical system.
Responsibilities:
Ø Service Management
· Maintain positive relationships with customers
· Identify customer needs and overseeing the service delivery within the business context and the timeline
· Lead the service delivery team, managing conflict, and ensuring the team’s processes and tasks are carried out effectively and efficiently
· Organise activities and meeting deadlines
· Liaise with respective internal team leader as well as external vendors to determine the type of services, delivery criteria and the solutions for issues that arise
· Manage the incidents and reviews. Provides root cause analysis and incident report for critical incidents
· Provide reports to customer and the management that are timely and accurate
Ø Processes, Procedures and Documentation
· Review existing processes and procedures for corrective maintenance and preventive maintenance to ensure they are carried out efficiently and effectively
· Develop processes to manage the corrective maintenance and preventive maintenance activities efficiently
· Develop procedures to manage the corrective maintenance and preventive maintenance activities effectively
· Review and update customer assets, spares inventory and documentation
· Ensure completeness of and to upkeep all related baselines of the software and operating system documented
Ø System Maintenance
· Ensure the system administration such as scheduled system and security patching, and software deployment are carried out in accordance to requirements
· Ensure the verification and validation of the system, security and software patches are properly performed at the Integration Validation Verification Qualification (IVVQ) platform and User Acceptance Platform (UAT) before releasing into production
· Ensure the system defects management routines and tasks are carried out in accordance to the requirements and service level agreement
· Be involved in the troubleshooting and isolation of defects, including defects caused by failure of hardware, operating system, system software (e.g. Kubernetes) or any Authority Furnished Equipment (AFE) that is interfaced to the system
· In the cases where the defects cannot be rectified, ensure a workaround for the software or system is timely proposed to mitigate the impact of the defect
· Identify and liaise with the original equipment vendor, or other Authority’s maintenance contractors to remedy the defect in the software of the system
· Maintain records of all defects, including defects proven to be due to the hardware, operating system, open-source software COTS software, or any AFE interfacing with the system
Ø Configuration Management
· Ensure all documents, hardware, software and operating system shall be controlled in accordance with the guidelines in the approved configuration management plan, for example proper hardware and software configuration control over any activities e.g. defect rectification and software upgrading
· Ensure the correct configuration of the system is loaded for testing and any other work performed on it
· Ensure the proper configuration management control is followed during the integration of software release for software verification
· Ensure the documentation of hardware, software and system configuration items are always up-to-date
Ø Contactability
· Authority shall raise and report all system defects and problems via a 24/7 helpdesk hotline provided to handle and monitor all faults. Ensure the standby maintenance personnel are contactable for response and on-site service
· Be on 24/7 standby for any escalation by the maintenance personnel
Ø Performance Reports
· The following reports are to be provided every month in a format structured determined by the Authority:
v Summary of Contractor performance reports
v Summary of completed jobs and tasks
v Summary of outstanding jobs and tasks
v Preventive maintenance checklist and reports
v Authority furnished spares status and reports
v Equipment / modules defects and warranty reports
v Serialised inventory included spares report
Ø Obsolescence Management
· Monitor, inform and propose alternative replacements to the Authority at least 2 years before any hardware or software obsolescence
· Provide a yearly declaration that the critical sub-systems / components will not have any obsolescence issues for the following twelve months
Ø Stock Take Requirements
· Ensure quarterly stock-take programme are performed on the spares inventory at the office and Authority sites.
· If there is deficiency of the stock during the stock taking, ensure these differences are documented and replenished into the spares inventory
Ø Reliability, Availability and Maintainability
· Know how to use the Mean Time Between Failure (MTBF) to calculate the reliability figures of hardware
· Understand the criteria to identify Reliability Critical Items and provide the listing
· Calculate the spare parts list to meet the system operational availability
· Calculate the Operational Availability (A0) where the formula is defined
· Specify the Mean Time To Repair (MTTR) that includes the time for fault detection, isolation, removal of Line Replaceable Unit (LRU) and replacement of LRU and re-verification
Essential Requirements:
· Minimally 5 years of experience in supporting mission critical systems with very stringent SLA e.g. 99.9%
· Bachelor’s Degree in Information Technology / Information Systems / Business IT or its equivalent
· Past high complexity government project experience will be highly beneficial
· Strong in IT Service Management (ITSM) standards, processes, guidelines and best practices
· Strong in project management methodologies and quality control techniques
· Strong in resource planning skills
· On 24x7 standby
· Able to cope in a highly pressured fast-paced environment
· Prior working knowledge in RedHat Enterprise Linux is preferred
· Prior working knowledge in Windows Server, Windows SQL Server and Microsoft Active Directory is an added advantage
· Prior working knowledge in Kubernetes, Docker, HyperV, Nginx, and PostgreSQL
· Expected to work in an environment comprising of 80% Linux and Kubernetes and 20% Windows Servers, SQL Server and Active
· Good listening and analytical skills
· Hardworking, outgoing and enthusiastic
· Positive working attitude
· Team player, and also able to work independently and with little supervision
· Able to thrive in a dynamic environment
· Able to understand the system and software architecture
· Able to understand the user operations environment
· Willingness to pick up any new technologies
· Leadership Skills:
Ø Proven ability to manage critical incidents
Ø Ability to diffuse and de-escalate difficult situations
Ø Experience in overseeing large and diverse teams
Ø Managing third-party service providers
· Excellent leadership and conflict management
· Strong teamwork skills
· Excellent verbal and written communication skills
· Strong time management and prioritization skills
· Exceptional organizational skills and attention to details
· Ability to remain calm under immense pressure
· Ability to handle very difficult customers
· Compassion and empathy
· Willingness to support and mentor team members
· Ability to manage sensitive information professionally
· Good accountability
· Strong self-direction and motivation
