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
