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 services.
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
Licence no: 12C6060
