Summary of Role
The InfrastructureLead is responsible for managing the overall delivery and operations of the backend infrastructures of a managed services account and/or project(s), including activities such as reviewing, enhancing and development of policies, processes/procedures and guidelines, ensuring a high standard of compliance and customer experience throughout the account/project validity period.
He/she is to work within a team environment and provide technical guidance to the technical staff and maintain a stable, secured and efficient IT Infrastructure.
Responsibilities:
- Perform analyses on Computer Infrastructure System (CIS) efficiency and integration.
- Report to management on CIS development, implementation, and progress.
- Collaborate with development teams and departments, as well as incorporating user feedback.
- Manage support teams and evaluating performance metrics.
- Ensure that products and services are delivered on time and within budget.
- Manage software and hardware installations and upgrades.
- Ensure optimal hardware and software functionality.
- Maintain computer network infrastructure and ensuring network security.
- Hiring and training new IT Support staff.
- Team Management (Attrition, Administrative, Leadership, Support).
- 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.
- 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.
- Provide “ownership” of problem through 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.
- Experience supporting Singapore government agencies with security clearance and Large Commercial Enterprises as well as Regional/Global Support environment.
- Extensive experience in technical management, preferably in backend infrastructure (Server, Network, Cloud Technology)
- Extensive experience in collaborating with CIS development teams and users.
- Advanced knowledge of Computer Infrastructure System (CIS) innovation and integration.
- Ability to manage IT support teams, as well as hire and train new IT staff.
- Ability to diagnose faults, oversee CIS user-testing, and implement required changes.
- Ability to keep up with CIS advancements.
- Ability to learn in a fast-paced environment, multi-task, perform under pressure.
- Experience in handling multiple operations domains will be an advantage (e.g. covering the various operations/services - Service Desk, Desktop, Server, Network, DC, Security).
- ITIL Foundation certified or equivalent work experience, ITSM Knowledge will be an advantage.
- Good experience in difficult customer management.
- Experience in handling Subject Matter Experts is a plus.
- ITIL V4 Certified is a plus.
- Project Management Professional (PMP) is a plus.
- Cloud Certifications is a plus.
- Self-motivated, customer oriented and a team player.
