Job Purpose

Responsible for the maintenance and operational performance of Video Surveillance Systems (VSS), Video Management Systems (VMS), Video Analytics, servers, storage, and network infrastructure, including the preparation of technical proposals and quotations for customer-requested ad-hoc works such as camera relocations, incident rectification, system enhancements, and infrastructure upgrades, while ensuring SLA compliance, system availability, and customer satisfaction.

Role:

The Maintenance Manager is responsible for the operation, maintenance, reliability, and lifecycle management of ICT systems, including Video Surveillance Systems (VSS), Video Management Systems (VMS), Video Analytics Platforms, network infrastructure, servers, storage, and associated field equipment. The role ensures system availability, cybersecurity compliance, service performance, and timely restoration of faults to meet operational and service-level requirements.

Key Responsibilities

1. Maintenance Strategy & Planning

Develop and implement preventive, predictive, and corrective maintenance programmes.
Establish maintenance policies, SOPs, and response procedures.
Plan system upgrades, technology refreshes, and end-of-life replacements.
Develop annual maintenance plans and resource forecasts.

2. Operations & Maintenance Management

Oversee maintenance activities for:
CCTV cameras (Fixed, PTZ, ANPR)
Video Management Systems (VMS)
Video Analytics Systems
Recording servers and storage platforms
Network switches, routers, firewalls
Control room systems and video walls
Power systems (UPS, power distribution)
Ensure systems achieve required availability and performance targets.
Monitor system health and address recurring issues proactively.
Manage incident, problem, and change management processes.

3. Asset Reliability & Performance

Monitor equipment and system performance through dashboards and reports.
Lead root cause analysis (RCA) for major incidents and repeated failures.
Implement reliability improvements and system optimization initiatives.
Track asset lifecycle, warranty status, and maintenance history.

4. Video Surveillance & Analytics Systems Management

Ensure continuous operation of surveillance and recording functions.
Maintain camera availability, recording integrity, and storage retention requirements.
Validate functionality of analytics applications, including:
Intrusion detection
Object detection
Crowd analytics
Traffic analytics
License plate recognition (LPR/ANPR)
Incident detection algorithms
Coordinate software updates, patches, and system configuration changes.

5. Cybersecurity & Compliance

Ensure ICT systems comply with cybersecurity policies and standards.
Manage vulnerability assessments and remediation activities.
Coordinate patch management and security updates.
Ensure compliance with organizational, regulatory, and audit requirements.
Support cybersecurity incident investigations and recovery activities.

6. Contractor & Vendor Management

Manage maintenance service providers and OEM vendors.
Monitor contractor performance against SLA and KPI requirements.
Review technical submissions, maintenance reports, and defect rectification plans.
Conduct periodic performance reviews with vendors and stakeholders.

7. Budget & Resource Management

Prepare and manage annual maintenance budgets.
Monitor operational expenditure and maintenance costs.
Optimize use of manpower, spares inventory, and maintenance resources.
Ensure critical spare parts availability.

8. Project & System Enhancement Management

Lead system enhancement, migration, and upgrade projects.
Manage testing, commissioning, and acceptance of new systems.
Ensure smooth transition from project implementation to maintenance operations.
Coordinate with stakeholders on service-impacting activities.

9. Risk & Incident Management

Lead response and recovery efforts during major system outages.
Conduct risk assessments on critical ICT infrastructure.
Develop business continuity and disaster recovery plans.
Manage escalation procedures and stakeholder communications.

10. Documentation & Reporting

Maintain system documentation, drawings, asset registers, and configuration records.
Prepare monthly and quarterly maintenance performance reports.
Present system health, reliability trends, and improvement recommendations to management.
Ensure accurate maintenance records within MMS platforms.

11. Customer Requests, Quotations & Service Delivery Management

Serve as the primary point of contact for maintenance-related customer requests and operational support requirements.
Conduct site assessments and technical evaluations for ad-hoc works, system modifications, and enhancement requests.
Prepare and submit technical proposals, cost estimates, and quotations for customer-requested works, including but not limited to:
Camera relocation and reinstallation
New camera installation
Additional video analytics deployment
Network point provisioning
Server and storage expansion
Control room equipment upgrades
Software licensing and feature enhancements
Develop bill of quantities (BOQ), scope of work, manpower requirements, and implementation schedules for quotation submissions.
Liaise with suppliers, subcontractors, and OEM vendors to obtain pricing and technical proposals.
Review technical feasibility, risks, and system impacts before proposing solutions to customers.
Manage incident-related service requests and assess the need for rectification, replacement, enhancement, or relocation works.
Track quotation status and coordinate with customers on clarifications, approvals, and implementation planning.
Ensure all approved ad-hoc works are delivered within agreed cost, quality, and schedule requirements.
Prepare post-implementation reports and update system documentation following completion of works.

Requirements:

Minimum Diploma or Bachelor's Degree in Information Technology, Computer Engineering, Electronics Engineering, or a related field.
Relevant experience in video surveillance systems, IT infrastructure, or system maintenance is preferred.

Competencies:

Technical

Video Surveillance Systems (Milestone, Genetec, Avigilon, etc.)
Video Analytics Platforms
IP Networking (CCNA-level understanding preferred)
Windows/Linux Servers
Virtualization Platforms (VMware/Hyper-V)
Storage Systems and Backup Solutions
Cybersecurity Fundamentals
Cloud and Hybrid Infrastructure (where applicable)

Management

Maintenance Contract Management
ITIL Service Management
Project Management
Budget Management
Risk Management
Stakeholder Engagement

Leadership

Team Management and Development
Vendor Coordination
Decision-Making During Critical Incidents
Strategic Planning

Maintenance Manager (Video Surveillance & Analytics)