Job Summary
He/She will be an L2 Engineer for the Unified Communication Services in the company. Provide support for all the RUN activities within Unified Communication Services team in Singapore. He/She is responsible for health and stability of the technical solutions within his/her scope. He/She has to effectively work with technical peer such as architect, regional experts and project teams on technology road map and projects.
Job Detailed Description
An Expert has a wide spectrum of responsibilities and actions.
As the expert of his/her team, he/she:
- Assigns the technical tasks and manages delegation for technical issues
- Animates the team to encourage collaboration and sharing of practices
- Should contribute more in supporting technical skill development
- Participates in recruitment process for the team
- Manage service improvements for all Unified Communication Services supported throughout the organization
- Provide technical trainings and support through verbal or written communication for the team
- Responsible for providing technical direction, proactive and reactive support services to maintain the availability and reliability of system infrastructure in accordance to the SLA
- Focus on automation and optimum use of the team to improve efficiency
- Drive and deliver root cause for any high severity issue
As the manager of his/her scope of activity, he/she:
- Meets clients on a regular basis to discuss improvement plans, action plans, evolving threats and changing risks, and provide feedback on policies, standards, procedures, guidelines.
- The service includes, but is not limited to, incident management (fault investigation, resolution escalations of all monitoring alerts and user initiated problem calls/tickets) and request management, but also global projects like End of Life, New Builds, migrations and upgrades etc., participation in global Infra events (like Power down and DR Tests)
- Own and drive problem management
- Ensures an activity is performed in compliance with norms, standards, processes and procedures
- Focus and ensure to bring in more projects and work on projects for the company
- Act as a technical bridge between Paris and ISAP
- Ensures documentations are reviewed and approved on time
- Implements cross-functions activities including continuous improvement initiatives
As an experienced professional in Unified Communication Services, he/she:
- Supports the team during diagnosis, when technical issues arise in his/her scope of expertise
- Is aware of the global IT structure so that he/she anticipates interrelationships within the organization
- Manage L3 activities which involve direct relationships with end users and L3 activities like architecture, design, project management, etc.
- Engage with technical peer, Service managers, Architect and project teams on technology roadmap and projects
- Has to monitor and push for improvements in the team’s productivity
- Be available and able to drive, technically, any complex or high severity incidents that occur within the scope of their role
- Engage in Projects and project deliveries
- Drive and deliver root cause for any high severity issues
As the first point of contact for the Service Provider, he/she:
- Manages the daily relationship with the Service Provider and escalates when needed
- Technically coach and develop partner resources to improve productivity
As the first point of contact for Clients, he/she:
- Manages the daily relationship with Clients including planning, requests clarification, risks mitigation and service quality
- Have to maintain a smooth relation with partners, vendors and global clients/teams
As a member of ISAP/ITS, he/she:
- Facilitates collaboration and spread of information from and to the team
- Participates to the department’s activities including brainstorming, team building and other team or transversal actions
- Fosters innovation mindset
- Contributes to ISAP/ITS global branding and communication
- Focus on automation and optimum use of the team to improve efficiency
Job specific environment and/or organization
- English language
- Working hours will match Europe business hours - 2pm to 11pm SGT & 4pm to 1am SGT
Candidate profile
Mandatory track record
- Minimum 10-12 years of experience in managing messaging environment with about 3-5 years of experience in financial institutes
- Good in technical troubleshooting and problem solving.
- Must be a bachelors/engineering graduate
- Experience on Messaging technoloigies as Exchange 2016/2019, Skype for Business, MS Teams, IRONPORT and mobile messaging technologies as WorkSpaceOne & Blackberry work.
- Microsoft Exchange Server 2016 certified (or above)
- Microsoft Certified IT Professional Enterprise Messaging Administrator
- In depth hands on knowledge/experience on Windows technology, Skype/Lync and IronPort or any email gateway technologies.
- Excellent communication, interpersonal and logical skills
- Customer service oriented
- Team player
Skills Matrix
Technical skills
- MS Exchange 2016 and above only (minimum 10,000+ users): Critical
- O365: Essential
- IRONPORT ( or SMTP Gateways): Critical
- Blackberry Work: Preferable
- Skype for Business & MS Teams: Essential
- Scripting (Powershell, Vbs and Batch): Essential - Critical
General skills
- Ability to prioritize effectively: Critical
- Ability to work autonomously: Critical
- Ability to work successfully in a team: Critical
- Effectiveness at decision making: Critical
- Adaptability to work in changing environments: Essential
Language skills
- English: Essential - Critical
- French: Desired
Next Step
Prepare your updated resume and expected package.
Simply click on 'Apply here' or email to [email protected] to drop your resume
All shortlisted candidates will be contacted.
Prasant Sirohi
EA License Number: 91C2918
Registration Number: R22106307
