Lead and be accountable for the end-to-end operational management and end user support of a Secure Service Edge solution located at customer sites, ensuring operational tasks are executed and user reported issues are rectified in accordance with the contractual commitments, established operational SLA, policies, procedures and processes
Function as the single point-of-contact in all operation-related matters to the Customer
Oversee and coach a small team of operations engineers who are on shift works
Manage team resources including scheduling of duty roster
Develop and continually update operational procedures, processes and documentation in accordance with customer requirements and best practices.
Ensure operational reports (periodic and ad-hoc) are delivered accurately and timely.
Ensure strict compliance with operational SLA.
Review, approve and oversee fulfillment of Service Requests submitted by the customer within the agreed timeline
Track and improve operational performance metrics
Present monthly operational performance in client meetings
Oversee governance and conduct reviews on operations
Identify and manage service delivery risks and implement mitigations
Drive operational improvements
Deliver positive outcomes to drive customer satisfaction
Requirements
Diploma or Degree in Computer Science, Information Systems, Cyber Security or related discipline
5 or more years of professional work experience in operations of End User Support, IT infrastructure and/or cyber security solutions
Broad knowledge of networking, system management, and service management based on the ITIL framework
Proven experience in large-scale infrastructure or cyber security operations especially in Singapore public sector is advantageous
Stakeholder management, security governance, interpersonal and communication skills (verbal and written).
Ability to lead a team to manage and prioritize multiple tasks
Able to stand-by after normal office hours in case of high priority system issues
