Position
Unified Communication Services (Messaging) - Expert (L3)
Job Summary
He / She will provide support for all the RUN activities within Unified Communication Services team in Singapore. He / She is responsible for health and stability of the technical solutions within his/her scope. He /She has to effectively work with technical peer such as architect, regional experts and project teams on technology road map and projects.
Job Detailed Description
As the expert of his/her team, he/she:
- Assigns the technical tasks and manages delegation for technical issues
- Animates the team to encourage collaboration and sharing of practices
- Should contribute more in supporting technical skill development
- Participates in recruitment process for the team
- Manage service improvements for all Unified Communication Services supported throughout the organization
- Provide technical trainings and support through verbal or written communication for the team
- Responsible for providing technical direction, proactive and reactive support services to maintain the availability and reliability of system infrastructure in accordance to the SLA
- Focus on automation and optimum use of the team to improve efficiency
- Drive and deliver root cause for any high severity issue
As the manager of his/her scope of activity, he/she:
- Meets clients on a regular basis to discuss improvement plans, action plans, evolving threats and changing risks, and provide feedback on policies, standards, procedures, guidelines.
- The service includes, but is not limited to, incident management (fault investigation, resolution escalations of all monitoring alerts and user initiated problem calls/tickets) and request management, but also global projects like End of Life, New Builds, migrations and upgrades etc., participation in global Infra events (like Power down and DR Tests)
- Own and drive problem management
- Ensures an activity is performed in compliance with norms, standards, processes and procedures
- Ensures documentations are reviewed and approved on time
- Implements cross-functions activities including continuous improvement initiatives
As an experienced professional in Unified Communication Services, he/she:
- Supports the team during diagnosis, when technical issues arise in his/her scope of expertise
- Is aware of the global IT structure so that he/she anticipates interrelationships within the organization
- Manage L3 activities which involve direct relationships with end users and L3 activities like architecture, design, project management, etc.
- Engage with technical peer, Service managers, Architect and project teams on technology roadmap and projects
- Has to monitor and push for improvements in the team's productivity
- Be available and able to drive, technically, any complex or high severity incidents that occur within the scope of their role
- Engage in Projects and project deliveries
- Drive and deliver root cause for any high severity issues
As the first point of contact for the Service Provider, he/she:
- Manages the daily relationship with the Service Provider and escalates when needed
- Technically coach and develop partner resources to improve productivity
As the first point of contact for Clients, he/she:
- Manages the daily relationship with Clients including planning, requests clarification, risks mitigation and service quality
- Have to maintain a smooth relation with partners, vendors and global clients/teams
As a member of ISAP/ITS, he/she:
- Facilitates collaboration and spread of information from and to the team
- Participates to the department's activities including brainstorming, team building and other team or transversal actions
- Fosters innovation mindset
- Contributes to ISAP/ITS global branding and communication
- Focus on automation and optimum use of the team to improve efficiency
Job specific environment and/or organization
- Working hours will match Europe business hours - 2pm to 11pm SGT & 4pm to 1am SGT
Candidate profile
Mandatory track record
- Minimum 8-12 years of experience in managing messaging environment with about 3-5 years of experience in financial institutes
- Good in technical troubleshooting and problem solving.
- Must be a bachelors/engineering graduate
- Experience on Messaging technologies as Exchange 2016/2019, Skype for Business, MS Teams, IRONPORT and mobile messaging technologies as WorkSpace One & Blackberry work.
- Microsoft Exchange Server 2016 certified (or above)
- Microsoft Certified IT Professional Enterprise Messaging Administrator
- In depth hands on knowledge/experience on Windows technology, Skype/Lync and IronPort or any email gateway technologies.
- Excellent communication, interpersonal and logical skills
- Customer service oriented
- Team player
If interested, you can click on Apply here or write ane-mail to [Confidential Information] with your updated resume.
NOTE: - Only shortlisted candidates will be contacted back.
Thanks & Regards
Deeksha Agarwal
EA Licence No.91C2918
Personnel Registration No. R26161520
