Senior Infrastructure Engineer (WINTEL/MCSA/RHEL)

(Level 3 / Team lead)

Job Description

Provide operation and administration support on system infrastructure according to the agreed service levels.

· System administration;

· Backup and recovery administration;

· Server security administration;

· Performance and fault management;

· Report requirements; and

· Server management support.

Type of system infrastructure includes:

· Physical Servers;

· Virtual Machines (VMware, Hyper-V);

· Windows Active Directory (AD, DNS, DHCP, Group Policy) <- This is a must.

· Storage (SAN);

· Backup (Veritas, Backup-exec, backup appliance).

Type of Operating System includes:

· Windows Server 2016/2019/2022

· Experience with RedHat Linux is a bonus

Requirements

· Minimum 3 to 5 years’ experience in Microsoft Server administration

· Microsoft Certified Solutions Associate (MCSA) is good to have.

Senior Infrastructure Engineer

Job Description

Provide operation and administration support on system infrastructure according to the agreed service levels.

• System administration;

• Backup and recovery administration;

• Server security administration;

• Performance and fault management;

• Report requirements; and

• Server management support.

Type of system infrastructure includes:

• Physical Servers;

• Virtual Machines (VMware, Hyper-V);

• Windows Active Directory (AD, DNS, DHCP, Group Policy) <- This is a must.

• Storage (SAN);

• Backup (Veritas, Backup-exec, backup appliance).

Type of Operating System includes:

• Windows Server 2016/2019/2022

• Experience with RedHat Linux is a bonus

Requirements

• Minimum 3 years’ experience in Microsoft Server administration

• Microsoft Certified Solutions Associate (MCSA)

Job Description & Requirements

• Plan, execute, monitor and control the various technical aspect of the project.
• Manage or participate in new setup or upgrade of system/network infrastructure projects.
• Responsible for supporting operational systems satisfying contractual Service Level Agreement
• Perform and manage routine preventive maintenance and operational activities
• Provide project documentation and reports
• Diagnose and rectify technical issue
• Managing and Operating Red Hat Linux, Windows VM Infrastructure
• Installation/Configuration/Hardening/Maintenance/Patching
• Maintain System Security
• Advanced Troubleshooting
• Performance Tuning
• Capacity Management
• Preventive/Proactive Support
• Incident/Change/Problem Management
• Provide system administration support and guidance for development team’s app configuration tasks
• Veritas Clustering Setup on RHEL VM would be added advantage
• Chef Automation would be added advantage
• AWS EC2 maintenance
• Managing and Operating VMware vSphere IT infrastructure

NETWORK ENGINEER

Mandatory Skills Cisco Router

Preferred Skills Cisco Catalyst Switch, Alcatel-Lucent FortiNet Series, Palo Alto Networks Firewall, Fortinet

Job Title: Network Security Engineer

Job Overview:

We are in search of a highly skilled AI-OPS / Network Security Engineer to manage and enhance our network infrastructure's security. The successful candidate will be responsible for the design, implementation, and maintenance of network security solutions, ensuring the stability, reliability, and security of our network environment.

Key Responsibilities:

1. Experience in AIOPs solutions for network monitoring, analytic and automation
2. Maintaining AI-Driven tools with existing network infrastructure for predictive analytics, anomaly detection, and root cause analysis
3. Basic knowledge in automating network tasks and workflows using AIOPs tools and low to no code programming
4. Analyze network data to identify trends, optimize performance, and improve security
5. Configure, and manage Cisco Catalyst Switches (IOS), Cisco Nexus Switches (NXOS), and Alcatel Lucent Switches (AOS) to maintain a secure and efficient network infrastructure.
6. Implement and maintain Palo Alto and Fortinet Fortigate Firewalls for network security and access control.
7. Administer Alcatel Lucent Wireless Controllers to ensure a secure and robust wireless network environment.
8. Utilize SolarWinds NPM (Network Performance Monitor) and NCM (Network Configuration Manager) for network monitoring and configuration management.
9. Manage and maintain ClearPass Policy Manager for network access control and policy enforcement.

Qualifications:

- Bachelor’s degree in Computer Science, Information Technology, or related field.

- 3+ years of experience in network security engineering.

- Proficiency in Cisco Catalyst Switches (IOS), Cisco Nexus Switches (NXOS), and Alcatel Lucent Switches (AOS).

- Experience in configuring and managing Palo Alto and Fortinet Fortigate Firewalls.

- Hands-on experience with Alcatel Lucent Wireless Controllers.

- Familiarity with SolarWinds NPM / NCM for network monitoring and configuration management.

- Proficient in ClearPass Policy Manager for network access control and policy enforcement.

- Knowledge of network protocols, security architectures, and best practices.

- Strong analytical and problem-solving skills with attention to detail.

- Excellent communication and teamwork abilities.

Additional Preferred Skills:

Though not mandatory, the ideal candidate will also have exposure to the following technologies:

- Experience with other firewall solutions beyond Palo Alto and Fortinet, such as Check Point or Cisco ASA.

- Proficiency in network encryption protocols and VPN technologies.

- Understanding of network segmentation and micro-segmentation principles.

- Knowledge of intrusion detection/prevention systems (IDS/IPS).

- This role demands a proactive individual with a strong technical background in network security. If you possess these skills and are looking for a challenging opportunity in network security engineering, we encourage you to apply and become a valuable part of our dedicated team.

RQ24-01390-1-1 - Senior Infrastructure Engineer (WINTEL / RHEL / MCSA)

Job Description

Provide operation and administration support on system infrastructure according to the agreed service levels.

• System administration;

• Backup and recovery administration;

• Server security administration;

• Performance and fault management;

• Report requirements; and

• Server management support.

Type of system infrastructure includes:

• Physical Servers;

• Virtual Machines (VMware, Hyper-V);

• Windows Active Directory (AD, DNS, DHCP, Group Policy)

• Storage (SAN);

• Backup (Veritas, Backup-exec, backup appliance).

Type of Operating System includes:

• Windows Server 2016/2019/2022

Job Description & Requirements

The Senior System Engineer is responsible to provide operational support to system infrastructure, support to the clients and resolution of technical issues and conducting root cause analysis. He is also required to manage change request through changes requests processes including requirement gathering, impact analysis, design, testing to integrate the change to existing environment.

Expected skillsets >10 yrs: Wintel, Linux, Solaris, VMware, Veritas Netbackup Enterprise, EMC Avamar/Networker Project Delivery

• Gather business and/or application requirements on the infrastructure, conduct impact analysis, suggest design/re-design to integrate the change into the existing environment

• Test systems in accordance to specifications & service level. Where relevant, perform the necessary system programming & configuration

• Manage systems changes through established change request process & provide status reports to the relevant parties

• Respond promptly to incident, investigate & provide temporary &/or permanent resolution of incidents escalated. Provide timely status updates to relevant parties

• Conduct root cause analysis & implement pro-active measures. Monitor effectiveness of implemented measures

• Monitor & measure the performance & availability of systems proactively;

• implement corrective actions identified to improve performance & availability

• Monitor the agreed service level (.e.g. service request, system availability), document & maintain the configuration of the systems; provide regular reporting to relevant parties

• Execute service continuity measures, e.g. backup/restore procedures & disaster recovery plan dry run to ensure continuous operation of the business

• Ensure the management of ICT systems adhere to established ISO20000 & ISO27001 processes / procedures and ITIL best practices / ITSM and methodologies (e.g. change management, release management, incident management, problem management, configuration management)

• Manage budget, resources and schedule for system implementation / operation activities; ensure deliverables meet client requirements and quality standards

• Established facility management standards/best practices to ensure operation consistency across project/facility management teams

Customer /Team Management

• Provide systems related technical advice to customers or project team. Lead and assist in the development of bids and proposals

• Manage support resources to prioritize task allocation and schedule resource to ensure that services are not impacted

• Liaison with other associated project teams to ensure that the service is monitored, secured and operating at its optimal level

Deployment Phase

• Involve in the design, build and test of the environment infrastructure for Exchange, Lync, Ironport and other associated peripheral to deliver the whole Messaging and collaboration service

• Involve in the design, build and test of the environment infrastructure for Redhat, Google Apps, VMWare, GSA and other associated peripheral to deliver the whole Messaging and collaboration service in the cloud

• Involve in migration of users from old infrastructure to new infrastructure and manage the allocated resources to ensure successful migration

Production Support

• Ensure that the operation for Infrastructure Services are running smoothly and manage vendors such as hardware and software providers for hardware replacement and performance tuning and capacity planning

• Required to be on standby for escalation of major incident and ensuring that incident are handled according to SOP and addressed promptly

Requirements:

EXPERIENCE IN OSPF/BGP/ LAN/ WAN

Preferred Skills Network - checkpoint firewall, Routing and Switching, Firewall Administration and Operation

CCNA CERTIFICATION

• Bachelor Degree or Diploma in Information Technology/Information Systems/Computer Science,

Business IT or its equivalent

Brief Job Description
• Provide technical support, propose solutions, and project related queries for all Wired, Wireless network.
• Perform analysis, Plan, Coordinate and Implement all change requests on existing network equipment.
• Maintain records of system details (e.g. configuration, changes, problems, disaster recovery document) for network equipment.
• Manage firewalls like Checkpoint, Cisco FTD, Palo Alto and NEXUS switches; F5 Load balancer
- Gather business and/or application requirements on the infrastructure to plan, design, install, test & implement systems in accordance with the specifications & service level.
- Aligned or enhanced ITSM/ITIL methodologies in daily operations e.g. Change, Incident, problem, release management & CMDB.
- Monitor & measure the performance & availability of systems proactively; implement corrective actions identified to improve performance & service level availability.
- Respond promptly to incident, root cause analysis & provide temporary and/or permanent resolution of incidents escalated. Provide timely status updates to relevant parties.
- Implement service continuity measures, i.e., backup/restore procedures & disaster recovery plan, to ensure continuous operation of the business.

Requirements

• At least 2 years of experience in administration and implementation

• Good knowledge of the following, but not limited to:

o Firewall technologies (high availability, virtual firewall concept)

o IP load balancer

o Distribution and core switches

o Router configuration (high availability)

o LAN and WAN administration

• Good understanding of a services business in a high-tech environment from a supplier, integrator

or operator’s perspective

• Strong analytical and problem solving skills, combined with ability to provide quick resolution to

problems

• Proficient in troubleshooting skills

• Effective communication skills

• Self-driven and ability to work independently

• Gather business and/or application requirements on the infrastructure, conduct impact analysis, suggest design/re-design to integrate the change into the existing environment

• Test systems in accordance to specifications & service level. Where relevant, perform the necessary system programming & configuration

• Manage systems changes through established change request process & provide status reports to the relevant parties

• Respond promptly to incident, investigate & provide temporary &/or permanent resolution of incidents escalated. Provide timely status updates to relevant parties

• Conduct root cause analysis & implement pro-active measures. Monitor effectiveness of implemented measures

• Monitor & measure the performance & availability of systems proactively;

• implement corrective actions identified to improve performance & availability

• Monitor the agreed service level (.e.g. service request, system availability), document & maintain the configuration of the systems; provide regular reporting to relevant parties

• Execute service continuity measures, e.g. backup/restore procedures & disaster recovery plan dry run to ensure continuous operation of the business

• Ensure the management of ICT systems adhere to established ISO20000 & ISO27001 processes / procedures and ITIL best practices / ITSM and methodologies (e.g. change management, release management, incident management, problem management, configuration management)

• Manage budget, resources and schedule for system implementation / operation activities; ensure deliverables meet client requirements and quality standards

• Established facility management standards/best practices to ensure operation consistency across project/facility management teams

Mandatory Skills Azure

Preferred Skills LINUX,Windows Server 2019 (On Cloud),SUN - Solaris,Azure VMs / Functions / Blob / Batch / Backup,Azure Active Directory,Azure DNS / Firewall / Load Balancer vNet / WAF,Azure Kubernetes Service (AKS),AZURE VM

Brief Job Description

Open to: Azure L1/L2 Support (experience in Azure Cloud, Active Directory, Networking, and Databases preferred)

Certifications: Azure certifications are highly beneficial.

Job Overview:

We are looking for a motivated L1/L2 Azure Cloud Engineer to join our team, open to fresh graduates with a passion for cloud technologies. Candidates with experience in Azure Cloud, Active Directory, Networking, or Databases will have an added advantage. An Azure certification will be considered a significant benefit.

Job Requirements:

Azure Certification: At least an Azure Professional certificate (Azure Solutions Architect Associate or Azure Certified Administrator preferred).

Fresh graduates are welcome, but 1 year of experience in an Azure environment or 3-5 years of experience in IT is preferred if certification is not held.

Hands-on technical experience in supporting and administering a cloud environment.

Familiarity with automation tools like Ansible, or Terraform is advantageous.

Knowledge of cloud migrations for VMs and related tools is preferred.

Strong understanding of performance, security, scalability, maintainability, and reliability in cloud systems.

Experience working with DevOps tools and supporting cloud infrastructure.

Required Skills:

Technical Proficiency: Experience in cloud infrastructures, technology management, and migrations.

Problem Solving: Ability to diagnose and resolve cloud-related technical issues.

Collaboration: Work closely with team members to optimize environments and engage clients in discussions to improve processes.

Certifications: Azure Fundamentals, Azure Certified Administrator, or Azure Solution Architect certifications are preferred.

Subject matter expertise in one or more of the following:

Azure Cloud Services

Containerization technologies (EKS, AKS, GKE, Kubernetes, OpenShift, or Tanzu) will be advantageous.

Key Responsibilities:

Support daily BAU activities for the agency and new cloud projects.

Assist with reviewing access rights and controlling accounts in the cloud environment.

Identify and resolve vulnerabilities flagged by scans and GCC alerts.

Provide technical consultancy for onboarding new Azure cloud services.

Strengthen and enhance the security of existing cloud infrastructure.

Raise service requests for cloud-related tasks to the BAU Operations Team.

Support and maintain Azure Blob Storage service.

Manage Trend Micro Cloud One Workload and Endpoint Security/AMHIPS as part of the agency’s anti-virus and anti-malware systems.

Support and maintain ABLR Heavy Forwarder for the agency’s audit logging requirements.

Use DevOps tools (e.g., Terraform) to manage the agency’s GCC infrastructure.

Collaborate on audit and security compliance activities.

Work with the BAU team, cloud engineers, system engineers, and DBAs to support and maintain the GCC environment.

Support Central Account Management (CAM) servers for audit purposes.

Participate in disaster recovery exercises.

Mandatory Skills Checkpoint Firewall

Preferred Skills Network - Routing and Switching, Firewall Administration and Operation

Brief Job Description

• Provide technical support, propose solutions, and project related queries for all Wired, Wireless network.

• Perform analysis, Plan, Coordinate and Implement all change requests on existing network equipment.

• Maintain records of system details (e.g. configuration, changes, problems, disaster recovery document) for network equipment.

• Manage firewalls like Checkpoint, Cisco FTD, Palo Alto and NEXUS switches; F5 Load balancer

- Gather business and/or application requirements on the infrastructure to plan, design, install, test & implement systems in accordance with the specifications & service level.

- Aligned or enhanced ITSM/ITIL methodologies in daily operations e.g. Change, Incident, problem, release management & CMDB.

- Monitor & measure the performance & availability of systems proactively; implement corrective actions identified to improve performance & service level availability.

- Respond promptly to incident, root cause analysis & provide temporary and/or permanent resolution of incidents escalated. Provide timely status updates to relevant parties.

- Implement service continuity measures, i.e., backup/restore procedures & disaster recovery plan, to ensure continuous operation of the business.

- Create and maintain comprehensive documentation for all implemented networks.

- Assist in preparation of proposals and solution presentations.

Responsibilities:

 Proactively monitor all incidents in ITSM portal.

 Timely escalation of incidents to Level II support to meet SLA.

 Monitor system performance/alerts and escalate to Level II support.

 Review of automated reports and escalation of issues to POCs.

 Perform job monitoring and escalations.

 Respond to phone calls and user emails/requests/queries.

 Perform system alerts suppression.

 Able to perform adhoc task based on operational/project requirement.

Job Description & Requirements

Support daily BAU activities for the agency and new cloud projects.

Assist with reviewing access rights and controlling accounts in the cloud environment.

Identify and resolve vulnerabilities flagged by scans and GCC alerts.

Provide technical consultancy for onboarding new Azure cloud services.

Strengthen and enhance the security of existing cloud infrastructure.

Raise service requests for cloud-related tasks to the BAU Operations Team.

Support and maintain Azure Blob Storage service.

Manage Trend Micro Cloud One Workload and Endpoint Security/AMHIPS as part of the agency’s anti-virus and anti-malware systems.

Support and maintain ABLR Heavy Forwarder for the agency’s audit logging requirements.

Use DevOps tools (e.g., Terraform) to manage the agency’s GCC infrastructure.

Collaborate on audit and security compliance activities.

Work with the BAU team, cloud engineers, system engineers, and DBAs to support and maintain the GCC environment.

Support Central Account Management (CAM) servers for audit purposes.

Participate in disaster recovery exercises.

Support daily BAU activities for the agency and new cloud projects.

Assist with reviewing access rights and controlling accounts in the cloud environment.

Identify and resolve vulnerabilities flagged by scans and GCC alerts.

Provide technical consultancy for onboarding new Azure cloud services.

Strengthen and enhance the security of existing cloud infrastructure.

Raise service requests for cloud-related tasks to the BAU Operations Team.

Support and maintain Azure Blob Storage service.

Manage Trend Micro Cloud One Workload and Endpoint Security/AMHIPS as part of the agency’s anti-virus and anti-malware systems.

Support and maintain ABLR Heavy Forwarder for the agency’s audit logging requirements.

Use DevOps tools (e.g., Terraform) to manage the agency’s GCC infrastructure.

Collaborate on audit and security compliance activities.

Work with the BAU team, cloud engineers, system engineers, and DBAs to support and maintain the GCC environment.

Support Central Account Management (CAM) servers for audit purposes.

Participate in disaster recovery exercises.

Responsibilities:

 Proactively monitor all incidents in ITSM portal.

 Timely escalation of incidents to Level II support to meet SLA.

 Monitor system performance/alerts and escalate to Level II support.

 Review of automated reports and escalation of issues to POCs.

 Perform job monitoring and escalations.

 Respond to phone calls and user emails/requests/queries.

 Perform system alerts suppression.

 Able to perform adhoc task based on operational/project requirement.

Preferred Skills Cisco Catalyst Switch, Alcatel-Lucent FortiNet Series, Palo Alto Networks Firewall, Fortinet

- Experience in configuring and managing Palo Alto and Fortinet Fortigate Firewalls.

- Hands-on experience with Alcatel Lucent Wireless Controllers.

- Familiarity with SolarWinds NPM / NCM for network monitoring and configuration management.

- Proficient in ClearPass Policy Manager for network access control and policy enforcement.

- Knowledge of network protocols, security architectures, and best practices.

- Strong analytical and problem-solving skills with attention to detail.

- Excellent communication and teamwork abilities.

Job Description & Requirements

Preferred Skills Cisco Catalyst Switch, Alcatel-Lucent FortiNet Series, Palo Alto Networks Firewall, Fortinet

- Experience in configuring and managing Palo Alto and Fortinet Fortigate Firewalls.

- Hands-on experience with Alcatel Lucent Wireless Controllers.

- Familiarity with SolarWinds NPM / NCM for network monitoring and configuration management.

- Proficient in ClearPass Policy Manager for network access control and policy enforcement.

- Knowledge of network protocols, security architectures, and best practices.

- Strong analytical and problem-solving skills with attention to detail.

- Excellent communication and teamwork abilities.

Job Description & Requirements

Provide operation and administration support on system infrastructure according to the agreed service levels.

• System administration;

• Backup and recovery administration;

• Server security administration;

• Performance and fault management;

• Report requirements; and

• Server management support.

Type of system infrastructure includes:

• Physical Servers;

• Virtual Machines (VMware, Hyper-V);

• Windows Active Directory (AD, DNS, DHCP, Group Policy) <- This is a must.

• Storage (SAN);

• Backup (Veritas, Backup-exec, backup appliance).

Type of Operating System includes:

• Windows Server 2016/2019/2022

• Experience with RedHat Linux is a bonus

Provide operation and administration support on system infrastructure according to the agreed service levels.

• System administration;

• Backup and recovery administration;

• Server security administration;

• Performance and fault management;

• Report requirements; and

• Server management support.

Type of system infrastructure includes:

• Physical Servers;

• Virtual Machines (VMware, Hyper-V);

• Windows Active Directory (AD, DNS, DHCP, Group Policy) <- This is a must.

• Storage (SAN);

• Backup (Veritas, Backup-exec, backup appliance).

Type of Operating System includes:

• Windows Server 2016/2019/2022

• Experience with RedHat Linux is a bonus

• Plan, execute, monitor and control the various technical aspect of the project.
• Manage or participate in new setup or upgrade of system/network infrastructure projects.
• Responsible for supporting operational systems satisfying contractual Service Level Agreement
• Perform and manage routine preventive maintenance and operational activities
• Provide project documentation and reports
• Diagnose and rectify technical issue
• Managing and Operating Red Hat Linux, Windows VM Infrastructure
• Installation/Configuration/Hardening/Maintenance/Patching
• Maintain System Security
• Advanced Troubleshooting
• Performance Tuning
• Capacity Management
• Preventive/Proactive Support
• Incident/Change/Problem Management
• Provide system administration support and guidance for development team’s app configuration tasks
• Veritas Clustering Setup on RHEL VM would be added advantage
• Chef Automation would be added advantage
• AWS EC2 maintenance
• Managing and Operating VMware vSphere IT infrastructure

Job Description & Requirements

• Lead & Support in the development of cloud infrastructure solutions.
• Management of Cloud infrastructure set up & implementation projects.
• Specialize in the best practice design, operations, and support of private/public/hybrid cloud infrastructure including Network, Storage, Compute and Security.
• Provide detailed designs on the IT projects assigned ensuring right architecture and functionality.
• Support new technology implementation.
• Handle project implementation from start to end.
• Aid with technical issues.
• Involve in Proof of Concepts.

Job Description & Requirements

• Support and deploy networks infrastructure
• Configure and install software, servers, routers and other network devices
• Load Balancers and Firewalls
• Monitor network performance and integrity
• Resolve issues tiers of support have escalated by troubleshooting cloud and local infrastructure
• Automate tasks and monitor their effectiveness
• Maintain complete technical documentation
• Suggest improvements to network performance, capacity and scalability

Job Description & Requirements

3+ years of experience in network security engineering.

- Proficiency in Cisco Catalyst Switches (IOS), Cisco Nexus Switches (NXOS), and Alcatel Lucent Switches (AOS).

- Experience in configuring and managing Palo Alto and Fortinet Fortigate Firewalls.

- Hands-on experience with Alcatel Lucent Wireless Controllers.

- Familiarity with SolarWinds NPM / NCM for network monitoring and configuration management.

- Proficient in ClearPass Policy Manager for network access control and policy enforcement.

- Knowledge of network protocols, security architectures, and best practices.

- Strong analytical and problem-solving skills with attention to detail.

- Excellent communication and teamwork abilities.

3+ years of experience in network security engineering.

- Proficiency in Cisco Catalyst Switches (IOS), Cisco Nexus Switches (NXOS), and Alcatel Lucent Switches (AOS).

- Experience in configuring and managing Palo Alto and Fortinet Fortigate Firewalls.

- Hands-on experience with Alcatel Lucent Wireless Controllers.

- Familiarity with SolarWinds NPM / NCM for network monitoring and configuration management.

- Proficient in ClearPass Policy Manager for network access control and policy enforcement.

- Knowledge of network protocols, security architectures, and best practices.

- Strong analytical and problem-solving skills with attention to detail.

- Excellent communication and teamwork abilities.

Job Description & Requirements

The Senior System Engineer is responsible to provide operational support to system infrastructure, support to the clients and resolution of technical issues and conducting root cause analysis. He is also required to manage change request through changes requests processes including requirement gathering, impact analysis, design, testing to integrate the change to existing environment.

Expected skillsets >10 yrs: Wintel, Linux, Solaris, VMware, Veritas Netbackup Enterprise, EMC Avamar/Networker Project Delivery

• Gather business and/or application requirements on the infrastructure, conduct impact analysis, suggest design/re-design to integrate the change into the existing environment

• Test systems in accordance to specifications & service level. Where relevant, perform the necessary system programming & configuration

• Manage systems changes through established change request process & provide status reports to the relevant parties

• Respond promptly to incident, investigate & provide temporary &/or permanent resolution of incidents escalated. Provide timely status updates to relevant parties

• Conduct root cause analysis & implement pro-active measures. Monitor effectiveness of implemented measures

• Monitor & measure the performance & availability of systems proactively;

• implement corrective actions identified to improve performance & availability

• Monitor the agreed service level (.e.g. service request, system availability), document & maintain the configuration of the systems; provide regular reporting to relevant parties

• Execute service continuity measures, e.g. backup/restore procedures & disaster recovery plan dry run to ensure continuous operation of the business

• Ensure the management of ICT systems adhere to established ISO20000 & ISO27001 processes / procedures and ITIL best practices / ITSM and methodologies (e.g. change management, release management, incident management, problem management, configuration management)

• Manage budget, resources and schedule for system implementation / operation activities; ensure deliverables meet client requirements and quality standards

• Established facility management standards/best practices to ensure operation consistency across project/facility management teams

Customer /Team Management

• Provide systems related technical advice to customers or project team. Lead and assist in the development of bids and proposals

• Manage support resources to prioritize task allocation and schedule resource to ensure that services are not impacted

• Liaison with other associated project teams to ensure that the service is monitored, secured and operating at its optimal level

Deployment Phase

• Involve in the design, build and test of the environment infrastructure for Exchange, Lync, Ironport and other associated peripheral to deliver the whole Messaging and collaboration service

• Involve in the design, build and test of the environment infrastructure for Redhat, Google Apps, VMWare, GSA and other associated peripheral to deliver the whole Messaging and collaboration service in the cloud

• Involve in migration of users from old infrastructure to new infrastructure and manage the allocated resources to ensure successful migration

Production Support

• Ensure that the operation for Infrastructure Services are running smoothly and manage vendors such as hardware and software providers for hardware replacement and performance tuning and capacity planning

• Required to be on standby for escalation of major incident and ensuring that incident are handled according to SOP and addressed promptly

Job Description & Requirements

• Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions
• Provide First Call Resolution (FCR) technical support
• Troubleshoot and investigate cause of user’s problem
• Update work information with all troubleshooting steps used in the ticketing system
• Set Incident to “Resolved” if User’s problem has been solved
• Reassign ticket if agent is unable to resolve ticket
• Work location: East