Position

Unified Communication Services (Messaging) - Expert (L3)

Job Summary

He / She will 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

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
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

Working hours will match Europe business hours - 2pm to 11pm SGT & 4pm to 1am SGT

Candidate profile

Mandatory track record

Minimum 8-12 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 technologies as Exchange 2016/2019, Skype for Business, MS Teams, IRONPORT and mobile messaging technologies as WorkSpace One & 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

If interested, you can click on Apply here or write ane-mail to [HIDDEN TEXT] with your updated resume.

NOTE: - Only shortlisted candidates will be contacted back.

Thanks & Regards

Deeksha Agarwal

EA Licence No.91C2918

Personnel Registration No. R26161520

Unified Communication Services (Messaging) – Expert (L3)