Job Responsibilities:
- Lead troubleshooting efforts for complex environments to identify and eliminate network or system configuration issues
- Lead the troubleshooting and performing of root causes failure analysis for infrastructures issues
- Manage the delivery of infrastructure across AWS environments, On-prem, VMware, hyper-converge technology ensuring alignment with SLAs and customer expectations
- Oversee the daily operations environments, including incident management, Service Request, change control, and problem resolution
- Contribute to project and transition plans schedules, budgets, resource allocation, and risk management strategies for OT/IT Infra & Apps projects, aligning with Industry 4.0, Whole-Of-Government (WOG) and IM8 standards.
- Spearhead in creating overall ITSM processes and IT Service Desk setup including ticketing system, utilizing the ITIL framework to enhance service efficiency.
- Spearhead and focus in strategically preparing and building the day-2 / operational plan, such as engineer work schedule, operation yearly activity calendar, preventive maintenance (PM) schedule, patch management schedule, audit activity
- Conduct regular service reviews with clients, providing insights on operational health, upcoming changes, and performance metrics. Build and maintain strong relationships with client stakeholders, acting as an advisor and advocating for client needs internally. Coordinate with internal teams to ensure service adjustments meet evolving client requirements
- Oversee infrastructure resource allocation and capacity planning to ensure optimal service delivery and performance.
- Collaborate with cybersecurity teams to monitor and maintain security controls, addressing any vulnerabilities proactively. Reporting and Documentation Provide detailed service delivery reports, tracking SLAs, KPIs, and incident metrics
- Responsible for the operation CAPEX & OPEX such as Asset management update (CMDB), software & licenses renewal, hardware maintenance renewal, vendor supports review & renewal
- Responsible in preparing and presenting weekly and monthly reporting to client stakeholders on the account updates
- Ensure that regular reviews of the services provided SLAs and KPIs are conducted to maintain alignment between the services and the expectations of the customer
- Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
- Participate in leadership activities and providing performance feedback and developmental coaching
Requirements:
- At least 8 years Service Delivery Manager experience in IT domain
- Experience with government projects will be an added advantage
- Strong understanding in dashboards and tools (e.g. eG, Managed Engine, SolarWinds, AWS Monitor) to ensure real-time health and performance visibility of operation environments
- ITIL 3 & 4 certified (ITIL certification is a must-have requirement)
- Excellent communication skills with customers
(EA Reg No: 20C0312)
Only shortlisted candidates will be notified.
Please email a copy of your detailed resume to [Confidential Information] for immediate processing.
