IT Operation Lead/Assistant (IT Delivery Team)

Primary Function:

1. Provide leadership in managing the operational team and to establish the standards and governance processes. This include but not limited to the following: -

• Adopt and enforce industry best practice in incident and problem management process.
• Define and enforce operation support SLA.
• Establish guideline/processes which will improve the overall IT delivery team operations (Applications Ops and N&O).
• Establish a regime of audit and monitoring capabilities to ensure that the teams comply with any established policies, standards and guidelines.
• Manage a team of indirect reporting software and systems engineers to provide the L1/L2 IT support to our internal and external customers.
• Provide monthly and quarterly management report on the issues that the team handled and propose improvements to reduce issues reported and to eliminate recurring incidence.
• Support the team in complex issue resolution.
• To ensure application and system patching are completed as per agreed time line.

TECHNICAL REQUIREMENTS:

• Tertiary education, with a Degree in Software Engineering or similar and working experience/knowledge in the following area:Experienced in leading a team of software and systems engineers (on-shore and off shore) in a matrix reporting structure
  Excellent experience in managing L1 and L2 technical support helpdesk.
  Excellent software development skills with excellent knowledge in the following
  

1. Programming language:

• C#.NET
• .Net Core
• Angular / React
• Blazor

b. Proficient in MS SQL Server 2016 or above

c. Object-oriented design concept

d. SDLC and agile processes

• Excellent troubleshooting skills and the ability to analyse and identify issue quickly.
• Technically capable to participate in software code level debugging and fixing.
• Good understanding of Microsoft Windows/server and Microsoft Server System like DNS, DHCP, MS SQL, etc.
• Good understanding of the Cloud technologies, e.g. Azure and AWS; will be an advantage

OTHER REQUIREMENTS

• Should have the following soft skills attributes
• Exhibit ability to stay focused and motivated when confronted with difficult situations.
• Collaboration with users, product owners and development teams to resolve complex issues.
• Self-motivated to pick up skills required to support the operational team.
• Must have excellent command of English in written, verbal and presentation skills and able to communication comfortability with various stakeholders, both technical and business level.
• Thorough attention to detail, excellent organizational, time management, project management and multi-tasking skills.
• Proactive, out of the box thinker, with excellent analytical and problem-solving skills.
• Self-starter, both a team player yet able to work independently and adjust to changing priorities, critical and strategic thinker, negotiator and consensus builder.