Technical Support Manager
As Technical Support Manager, you will be involved in managing and running the operation of
a national data exchange platform facilitating secure data sharing and analysis of research and real-world data to support data analytics between the public and private sectors.
You will take the lead in establishing and implementing effective operational workflows, procedures, and best practices in accordance with government infrastructure and security policies to ensure that the platforms and services are monitored, secured, available and reliable.
We are looking for a self-starter, resourceful and independent Manager who has experience in leading team. Demonstrated execution in both small and largescale projects, providing smooth and efficient service that meets the expectations of stakeholders and needs of users in the ecosystem.
What to Expect:
- Accountable for day-to-day operational activities to ensure optimum system performance and determine the system strategy for business continuity.
- Review, implement and uphold the effective implementation of IT policies and operations protocols within the supported platforms.
- Lead an Operations Engineer to work with appointed service providers and stakeholders in delivering operational objectives. This includes data transfers, installation of codes & libraries, tech support to users and vetting of models & algorithms.
- Review and ensuring backup solution for data and system are in place.
- Responsible for ensuring data pipeline in operational state and ensuring data integrity and accessibility.
- Manage application/platform and security incidents, work with various internal teams and vendors to resolve issues on a timely basis to meet SLA, escalating to higher management if necessary. Reporting of incidents, short and long term incident resolution plans at appropriate forums.
- Ensure that Standard Operation Processes (SOPs) are properly documented and complies with audit requirements.
As Technical Support Manager, you need to bring to the team:
- Degree in Computer Science/Engineering, Information Technology, or in relevant disciplines.
- At least 6 years of working experience in Cloud-based services, IT operations and vendor management.
- Formal AWS Certification - AWS Certified SysOps Administrator – Associate.
- Proactive and dedicated individual with strong leadership, and multi-tasking capabilities.
- Ability to build and maintain relationships with a wide array of people at both junior and senior levels.
- Experience in data analytics systems will be highly regarded.
- Experience in running incident, problem, and change management processes.
Candidates with work experience on any of the following will be considered favourably:
- Familiarity and/or related experience in ITIL framework. – incident, problem and change management, service transition.
- Familiarity with security and access control measures to control privileged access to test and production environment.
- Experience in networking technologies such as WAN, LAN, Network Security, Firewall rules, Load Balancers, VPNs and DNS.
- Knowledge of disaster recovery, system backup and restoration.
- Experience with cloud-based services (e.g. AWS, Azure) and project management tools (e.g. Atlassian, JIRA).
- Experience with setting up and or running operations for research projects, and machine learning platforms will be an advantage.
- Worked for Government agency before.
