Responsibilities:
• Performing analyses on Computer Infrastructure System efficiency (CIS) and integration.
• Reporting to management on Computer Infrastructure System development, implementation, and progress.
• Collaborating with development teams and departments, as well as incorporating user feedback.
• Managing support teams and evaluating performance metrics.
• Ensuring that products and services are delivered on time and within budget.
• Managing software and hardware installations and upgrades.
• Maintaining computer network infrastructure and ensuring network security.
• Hiring and training new IT Support staff.
• Manage team to meet all SLAs and deliverables according to contractual agreement / project plan
• Continuous improvement towards the effectiveness involving planning, organizing and efficiently handling of
activities and eliminating unnecessary activities/cost whilst addressing problems and making timely practical
decisions.
• Achieve goals through effective planning, management and coordination, promoting innovation and team
work.
• Review, refine & improve support framework regularly to ensure the sustainability of service delivery
framework, process as in able to demonstrate adequate service quality and control adhering to Quality of
Delivery Output and streamline the administrative aspect of process management
• Team Management (Attrition, Administrative, Leadership, Support).
• Lead Continual Service Improvement. Identify weaknesses during Service Reviews, Process Evaluations,
Compliance Reviews or customer survey completed during reporting period and formulate improvement
plans.
• To work with Technical Director and Sales/Pre-sales and generate variation orders / new businesses.
• Oversee Capacity planning to cater future growth for backend infrastructure
• Develop, implement, and maintain policies, procedures, and associated training plans for resource
administration and appropriate use.
• Manage and establish priorities for maintenance, design, development and analysis of entire infrastructure
systems inclusive of computer, LANs, WANs, Internet, wireless, Server and security implementations.
• Provides “ownership” of problem thru final resolution.
• Negotiate with vendors, outsourcers, and contractors to secure products and service
Requirements:
• Diploma/Degree in Information Technology/Computer Science or equivalent.
• A master's degree in technology management or business management would be advantageous.
• Possess strong leadership, communication and interpersonal skills and have experience working in large
enterprise operational environments
• Extensive experience in technical management, preferably in backend infrastructure (Server, Network, Cloud
Technology)
• Advanced knowledge of CIS innovation and integration.
• Experience in handling Subject Matter Experts is a plus.
• Ability to manage IT support teams, as well as hire and train new IT staff.
• Extensive experience in collaborating with CIS development teams and users.
• Ability to diagnose faults, oversee CIS user-testing, and implement required changes.
• Ensuring optimal hardware and software functionality, as well as network security.
• Ability to keep up with CIS advancements.
• Good experience in difficult customer management
• ITIL Foundation certified or equivalent work experience, ITSM Knowledge will be an advantage
• Self-motivated, customer oriented and a team player.
• Experience in handling multiple operations domains will be an advantage (e.g. covering the various
operations/services - Service Desk, Desktop, Server, Network, DC, Security)
• Ability to learn in a fast-paced environment, multi-task, perform under pressure.
• Experience supporting Singapore government agencies with security clearance and Large Commercial
Enterprises as well as Regional/Global Support environment.
Desired Skillset
• ITIL V4 Certified
• Project Management Professional (PMP) is a plus
• Cloud Certifications is a plus
