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Support Engineer

Date: 05-Jun-2022

Location: Singapore, Singapore

Company: Singtel Group

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative. 

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

 

The role of Cloud Operations Manager is to manage the Day to Day Cloud managed services activities to Singtel Hybrid Cloud customers, leading a team of delivery engineers from Singtel and/or vendors.

 

  1. Overall responsibility for the day-to-day operations of managing Hybrid Cloud Services including;
  • Software deployment and upgrades
  • System setup and System administration
  • Monitoring
  • Incident resolution, problem management
  • Configuration and change management
  • Service desk operations
  • Security management and monitoring
  • Capacity planning, availability management
  • Disaster recovery, and
  • Routine update of services
  1. Ensures timely liaison with vendors regarding problems, fixes, and required activities
  2. Maintains operation procedures to support Hybrid Cloud operations ensuring all delivery meets SLA, performance, and costs KPIs
  3. Supports the adoption, and articulate the risks/opportunities from leveraging Cloud Infrastructure
  4. Oversees and directs the timely evaluation, qualification, and implementation of new software products, tools, and related appliances as it pertains to the Hybrid Cloud environment
  5. Monitor the agreed SLA, document and maintain the configuration of the Hybrid cloud Infrastructure; provide regular reporting to relevant parties.
  6. Ensure SLA meets the requirement and to propose and implement action plans when required.
  7. Monitor Hybrid Infrastructure according to standard/agreed operations procedures.
  8. Support Service Continuity measures, i.e., backup/restore procedures & disaster recovery plan, to ensure continuous operation of the business.
  9. Conduct root cause analysis (RCA) & implement pro-active measures, including monitor effectiveness of implemented corrective measures.
  10. Provide systems related technical advice to customers or project teams for manageable issues.
  11. Adhere to security standards or best practices to avoid security breaches and reduce system vulnerability.
  12. Provide input to security audits (as required) and implement the necessary corrective/preventive actions.
  13. To provide 24x7 Support.

 

Education and Qualifications

 

  • Diploma/ Bachelor degree in Computer Information Systems or related field.
  • Microsoft Certified: Azure Administrator Associate/Administrator
  • AZURE Certified Solutions Architect – Associate/Professional
  • AZURE Certified Developer - Associate
  • VMware Certification– Cloud (VCP-Cloud)
  • ITIL Foundation Certification

 

Work Experience

 

  • Minimum 4-6 years of IT Service Management, data center, Server, and storage management, virtualization, VMWare, Networking, systems management, and project management
  • Able to work with Customers and vendors for service delivery
  • Working experience in Public Cloud Services (AWS, Azure, GCP) i.e SaaS, PaaS, and IaaS
  • Experience with various virtualization technologies and multi-tenant, private and hybrid cloud environments.

 

Technical Skills

 

 

  • Server/Virtualization (Azure Compute instances, Container Instances, Service Fabric Clusters and Serverless computing) (Windows, Linux), Hypervisors (VMWare), AD, DNS)
  • Storage/Backup (StorSimple, Blob Storage, Azure Backup, Azure Storage Monitor, Snapshot, Azure Storage, Fileshare, CDNs, Symantec NetBackup, Commvault, Data Domain VTL)
  • Network and Security (VNet, Load Balancers, VNet peering, Autoscaling, NSG, MFA, Azure Active Directory, Azure AD Connect and CBAC/RBAC)
  • Operational Support (ITSM tools, Monitoring, Advisor and Migrations)
  • Middleware (IIS, Apache)