Overview of Role
The candidate is required to manage and lead:
- a team of NOC engineers in handling L1/L2 support which includes monitoring, ticketing and escalation, server patching, troubleshooting and handling service request.
- a team of Facility Administrators that supports and operates a secured network environment, and
- a team of DC (Data Centre) Operators that are deployed at customer’s Data Centre.
The DC Operator monitors operations within the data centre. He/She responds to common data centre infrastructure faults. He/She raises issues to data centre engineers and operations managers, based on incident management procedures.
Responsibilities
- Manage 24x7 operations and personnel.
- Optimally plan and deploy shift roster. Ensure staffing is maintained and meet operational devilerables.
- Participate in audits.
- Keep processes and procedures updated.
- Identify areas for process and efficiency improvement.
- Provides leadership and coordination on projects assigned.
- Train, mentor and develop staff to ensure successful performance.
- Train and orientate new joiners and supervision of day-to-day operations as part of BAU.
- Support initiative for automation & enhancement.
- Ensure staff follows procedures to communicate, report, and escalate incidents according to Standard Operating Procedures and escalation matrix.
- Liaise between two or more parties/teams to communicate and coordinate activities (eg. power maintainence, workstation maintainence, access, connectivity issues).
- Any other tasks as assigned by the management.
- 5-day work week. May have to stand-in shift duty (including public holidays) under unforseen circumstances.
NOC Related
- Manage the troubleshooting of major issues with NOC monitoring tools.
- Manage onboarding of infrastructure devices to monitoring service.
- Assign and manage the workloads of shift personnel.
- Continuously improve and develop systems to proactively monitor the infrastructure being managed.
- Generate key reports for management including but not limited to; system availability, service level agreements, ticket resolution and customer issues.
Facilities Admin Related
- Ensure communication to customers are accurate.
- Ensure secured network facilities are available and ready for customer’s use
DC Operator Related
- Develop an understanding of cross-functional processes to support partnerships with internal and external stakeholders.
- Comply with security and data management procedures and policies.
- Maintain a strong client focus to understand the impact of their work when completing tickets and assigned tasks.
- Complete assigned tickets efficiently and in alignment with Key Performance Indicators (KPIs) while meeting established Service Level Agreements (SLAs).
Requirements
- Diploma and above. Appropriate qualification in computing and networking related disciplines preferred.
- Able to work independently with minimal supervision.
- Effective communication and interpersonal skills
- Attention to details, excellent team player and able to multi-task in a fast-paced work environment.
- Strong network troubleshooting, process workflow and communication skills are a requirement.
- Knowledge in data centre facility operations is an advantage.
- At least 2 years of supervisory experiences in a 24x7 shift environment is an advantage.
- Certification in ITIL 4 is an advantage.
