This role is for a StarHub Subsidiary. The Engineer will be based at client's location to coordinate, manage the scope as stated below:
The Technical Service Lead coordinates and leads the overall technical delivery of the scope of services. Drives the quality of the delivered services on a day-to-day basis. First point of escalation (before Service Delivery Manager) for critical issues / high severity technical support.
- Dedicated onsite Lead reporting to Service Delivery Manager
- Regularly review and monitor tasks (completed and ongoing) to ensure compliance with standards and ensure customer SLA are met
- Monitor all team members performance and provide necessary advice and guidance
- Organise regular meeting and trainings to share with team members new techniques and methods to fulfil the SOPs and SLA requirements
- Perform regular check of the operations to discover areas of weaknesses and fortify them
- Work alongside with the Service Delivery Manager, Service Desk Lead and customer resolver group on the service quality and improvement plan
- Submit reports on a regular basis to the Service Delivery Manager and customer management
- Provide solution to any complex IT issues escalated by the team members
- Suggest appropriate technologies to customer to be adopted to meet present and future demands of the business
- Perform regular appraisal of team members performance and devise strategies to help with improvement
- Analyse and provide new ideas for service improvement
- Manage staff movement and keep track of daily attendance and activities
- Perform other task that may be assigned by the Service Delivery Manager to fulfil customer satisfaction
- Implement and execute the SOP ensure customer satisfaction
- Lead and oversee daily IT Asset Management operations, ensuring accurate tracking, ownership, and documentation of all IT assets
- Ensure proper implementation of asset lifecycle processes including asset receipt, tagging, deployment, movement, recovery, and disposal
- Conduct regular asset checks, reconciliation checks, and discrepancy investigations
- Drive improvements in asset management processes, controls, and documentation to strengthen governance and operational efficiency
