Responsibilities:
- Report to IT Manager. Responsible to achieve KPI set forth by IT Manager
- Work with IT Specialist in providing support, following up, and resolution of Level 1 and Level 2 issues/incidents reported by users through Zendesk Helpdesk System, phone, email, or on-site detection
- Responsible for the smooth running of all IT Infrastructure and Operations (Network, System, Application, Cloud Server, Portal, IT related facilities and services), and to ensure the overall Department’s operation strategic objectives and targets are achieved.
- Responsible for the successful implementation, migration, relocation, and maintenance of IT infrastructure
- Manage IT Support Outsourced Vendor on the smooth running of the IT Support in meeting Service Level Agreement and conducting regular scheduled/ad-hoc progress status meeting
- Responsible for leading and managing the Incident Response and Incident Management (with internal and external parties) until the resolution and closure
- Develop and execute the strategy for the development and management of the Information Technology (IT) infrastructure (Network, Systems, Applications, Cloud Systems) in support of HomeTeamNS objectives
- Lead and facilitate all IT Operation related projects (internal or external facing, current or new initiative) from inception until closure by adhering to Project Management
- Requirements
- Assists in procurement (ad-hoc) request for hardware, software, applications, cloud server and professional services as needed for the smooth operations of the IT System
- Establish partnership with the business process owner to improve the business process attributes that contribute to a positive internal customer experience.
- Continually defines ways improve IT services with the aim to increase customer satisfaction and deepen internal customer relationships
- Enforce and adhere to policies, methodology & standards to ensure compliance to audit and regulatory guidelines
- Implement enterprise IT architecture, with reference to Industrial standards and practices to effectively support the business and to ensure efficiency and effectiveness in delivering quality and secured systems.
- Develop, Review (yearly) and implement IT polices and SOPs to ensure compliance to auditing requirements.
- Formulate, develop and review (yearly) Cybersecurity policies and guidelines to protect HomeTeamNS IT Systems against threats.
- Conduct periodic status and health check on IT System (on premise, on cloud) to ensure operation readiness, incident escalation, problem resolution, and for future capacity planning.
- Formulate, recommend IT crisis management such as Disaster Recovery Plan and Business Continuity Plan. Also participate in the DR and BCP exercise.
- Ensure compliance with procurement procedures as set out in the Standard Operating Procedures.
- Assist and facilitate in the yearly IT Audit (Internal and External)
Requirements:
- Degree/Diploma in Computer Science/Information Technology, or related discipline
- At least 2 to 3 years of proven working experience as IT Support / Helpdesk / Network / System / Administrator or any similar role
- Hands-on experience with Server Hardware/Operating Systems/Virtual Machine Installation, Administration, Vulnerability Assessment and Hardening
- Hands-on experience with Network/Cybersecurity devices installation, administration, vulnerability assessment and hardening will be an added advantage
- Knowledge on Cabling infrastructure will be an added advantage
- Knowledge of Cyber Security and PDPA will be an added advantage
- Working on weekends will be expected to cover any gap for IT Support
- Additional working experience as a Project Manager role with exposure to network / systems / cybersecurity deployment will be an added advantage
