Our client is a Singapore based solutions provider and has been incorporated since 1998. Their main domain expertise and experience in Homeland Security and Infocom Security. They deliver full turn-key solutions from design, integration, commissioning to post-implementation maintenance and support.
They are identifying a Senior Engineer (Infra Project Maintenance Lead)
Monitoring service level agreement (SLA) performance for compliance.
Analyzing and reviewing service performance against the service level agreement (SLAs).
Developing, managing, and administering service management best practices.
Facilitating communication between departments in order to define and maintain the service level agreement (SLAs) required for each business unit.
Organizing and maintaining the regular service level review process with internal stakeholders.
Initiating required actions to maintain or improve service levels, including facilitating Service Improvement Plans.
Providing regular feedback to management and stakeholders regarding status, and effect of outstanding issues.
Ensuring that the service level management process and working practices are effective and efficient, and that all stakeholders are sufficiently involved in the service level management process.
Developing service management strategies and identifying staff, tools and specialized support to ensure processes are providing maximum efficiency.
Assisting in the development, implementation and continual improvement of ITIL processes.
Working closely with Operations, Infrastructure, Engineering and Applications teams to establish processes and service level objectives that ensure system issues are resolved and user concerns are addressed.
Develop and use metrics/analytics/KPI to identify trends and preventative measures to ensure a "best in class" level of client support and service, and determine areas for improvement
Collaborate systems and networks development tasks to include requirements, design, procurement, implementation, configuration, documentation, integration, testing, maintenance and upgrade
Provide on call, 24x7 supports for systems and networks on a rotating basis. Implement corrective procedures to resolve production problems and minimize unplanned system outages.
Create and maintain programmatic and technical documentation to ensure efficient planning and execution.
Performing additional tasks and supporting special projects, as required.
Coordinate with various members of Support Services Management and technical teams to optimize technology services.
Require to provide a monthly SLA summary presentation to Customer relating to all projects under the Master SLA during the SLA or Management (MRMP) Meeting.
To be aware and manage of Severity 1 incident and as and when necessarily to report the status to the Project Director/or Customer.
Require to have a good understand of the incident problem and status especially for Severity 1 Incident and manage the expectation from the customer.
Lead the post-delivery team to maintain and keep track of all post-delivery projects relating to:
Track, Manage and Renew All Projects’ Support Contracts
Maintain Inventory/Asset list
Schedule all preventive maintenance and ad-hoc task
Compile and deliver all forms of maintenance reports (e.g., installation report, incident report, scope of works, certificate of completion, quarterly preventive maintenance report, ISO report, billing, etc.)
Bachelor’s degree in field of information technology, engineering, computer science or equivalent work experience is required.
3+ years of experience of operational and/or client service experience required.
* Good team worker who can also carry out assignments independently.
Knowledge of IT Infrastructure such as Servers, OS, Network, Virtualization, Cloud, Storage and Backup Solutions.
Strong aptitude for technology required, including proven ability to learn new platforms, systems, processes and skills sets.
Strong analytical skills, and high attention to detail.
Exceptional customer focus and professional acumen.
Excellent interpersonal skills, and communication skills (written and verbal).
Understanding of negotiation, conflict and risk management skills.
Excellent vendor relation management skills.
Quality Escalation Management, Account Management/Review, Exception Handling, Costs/Overhead Management, Contract Renewal skills and ensure that all SLA/KPI are met.
Excellent organizational and time management skills, including the ability to manage multiple assignments and priorities in a fast-paced environment.
Ability to act as a good team player demonstrating dedication, reliability, adaptability, initiative, good judgement and ability to work independently.
Good to have:
Skills in Microsoft Azure, Operations & Support, Window servers (AD, Clustering), Linux (Red Hat, Centos, Ubuntu, Etcetera), Systems Security, Performance and Monitoring
Technology background and skills in Storage Area Network (SAN) or Network Attached Storage (NAS)
Comprehensions in Networking
Knowledge in Virtualization, VMware
Understanding in Backup and Recovery Application (NetBackup)