Job Descriptions:
During IT Incidents
• Serves as POC to GCIO, users and cluster management
• Team wit IPM team to restore service as soon as possible
• Work with GCIO on crisis management
• Perform Root Cause Analysis together with the involved parties
During Peacetime
• Review and analyse cluster's IT Health status reports and develop plan of action
• Responsible for timely reports of SLAs and operational KPIs
• Liaison to support Service Ops, day-to-day ground changes and requests in end-user computing needs
• Support GCIO, Institution Directors/Leads and collaborate with infrastructural Services for IT workplan
General
• Reports directly to GCIO
• Work as a team with Service Ops Director
• Cost / budgeting for new YR
• Handle opearational issues/escalation
• Develop paper for purchasing of services/hardware
• Liaise with entities finance / procurement for budget, billing, procurement matters
• Able to work in an environment where request are adhoc basis (but with priortization)
• Familiar with ITSM processess/tools i.e. ServiceNow, Bigfix
• Manage infra-structure teams work assignments under his care
• SLA reporting and stakeholders management
Requirements / Qualifications:
Diploma/Degree in related field of studies, i.e. Computer Science, Computer Engineering
Minimum 7 years' experience in IT related field
Familiar and have hands on experience with:
1. ITSM process/tools
2. costing & budgeting
3. SLA reporting
4. Incident / problem mgmt
5. Change process
6. vendor management
7. IT Helpdesk process/procedures
8. SLA management
9. Access Management
10. Software Distribution Management
11. Manage a smail team of engineers (BAU)
12. Work under conditions where demands are adhoc but with priority
13. Stake holder mgmt
14. Manage projects (new)
Morgan McKinley Pte Ltd
EA Licence No: 11C5502
Registration No: R1331697
