Key Responsibilities:
• Arranges and attends handover sessions to confirm, understand and verify the delivery details from relevant parties.
• Arranges and attends kick-off meeting, regular meetings, workshops and/or site surveys with the customer and vendors.
• Prepare delivery details, coordinate related vendors, perform pre-deployment test and ensure any dependencies has been addressed.
• Coordinate related vendors and customer to deliver as planned.
• Arranges and attends a handover and training sessions with customer and later ISCA for operation supports; and later obtain a sign-off from customer to mark delivery completion.
• Coordinates and implements internal or external delivery and operation for network infra including but not limited to L2/L3 networking, Internet connections, firewalls and cloud-based networking.
• Supports, assists and/or leads an engineering, design or isolation when necessary.
• Identifies, isolates and troubleshoots to resolve any hardware or software related problems.
• Conducts research and case studies on new technologies and solutions.
• Contributes to all stages of the service delivery and implementation (including planning, scoping, detailed designing, scheduling, resources planning against pre-defined deliverables).
• Ensures consistent and reliable service delivery approach in minimizing risk and cost associated with implementation.
• Facilitates technical design workshops, and pre-defined scope in order to integrate all factory products into an integrated solution.
• Implements and project manages the technical solution from inception to installation.
• Resolves client issues (services / product update or maintenance) via onsite or off site and providing support with projects and/or roll outs.
• Work closely with clients to address and solve technology issues, through utilization of the technical resources available.
• Ensure technical issues are resolved to guaranteeing client satisfaction.
• Ensure that the technical delivery of all services meets quality, scope and service level requirements.
• Ensure that all changes and other customer service requests are fulfilled timely and correctly.
• Leads problem resolution efforts and post-incident reviews.
Knowledge and Attributes:
• Must be able to be on 24x7 onsite standby rotation.
• Advanced knowledge and understanding of grand design criteria.
• Advanced knowledge of product and/or solution specifications, the detailed design framework and checklist.
• Excellent communicate skills, both verbal and written.
• Ability to plan activities and projects well in advance and take into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.
Academic Qualifications and Certifications:
• Bachelor’s degree or equivalent relevant in Information Technology or Computing or a related field.
• Relevant ITIL certification preferred.
Required Experience:
• Advanced experience required in network/ security/ systems/ storage administration and Monitoring Services within a medium to large ICT organization.
• Advanced experience in management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (such as, Network, Storage, Security etc.).
EA License No.: 96C4864
Reg. No.: R22110485
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