Snr Infra Engr, Infra Hybrid IT

RESPONSIBILITIES
Project Delivery

• Act as a focal point for all operational support related queries and issues
• Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer
• Regular review with support team to ensure that all support tasks and deliverables meet service levels.
• Ensure that regular reviews of the services provided (Service Level Agreements (SLAs) and  Key Performance Indicators(KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
• Notify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD) 
• Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director (SDD)
• Review service request/enhancement effort, schedules, and risk plans
• Review and raise resource requirement.
• Review, monitor and report project health status.

Customer/Vendor Management

• Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business as Usual (BAU) support operations.
• Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly operation reports) within the agreed timeframes.

Business Development            

• Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Service Delivery Manager (SDM) for development of that opportunity.
• Act as a focal point for gathering of operational information for development of any opportunities.

Team Management

• Delegate operational tasks effectively by providing clear and specific instructions and goals.
• Plan, track and monitor the tasks assigned to the team leader/ members.
• Participate in leadership activities and providing performance feedback and developmental coaching.
• Monitor and improve team performance, providing leadership, coaching, and performance management.

Services Availability                             

• Monitoring an organization’s IT infrastructure for irregularities and performance issues. Assesses data and error logs, along with any reports, to determine areas for improvement. In this aspect of the role, may also determine to recommend as and when necessary.
• Maintain and uphold Service Level Agreement as what has been agreed in the contract 
• Plan, co-ordinate, manage and control the changes to infrastructure so that it adheres to the Change Management Process.
• Manage the technical team or engineers to ensure smooth and efficient execution of daily Technical Services and operations.
• Review incidents and service requests to ensure service level is met.  
• Establish and enforce professional standards and procedures in the technical services team such that a high level of standard, security and quality in the team's products and services are maintained.  Review standards and procedures to ensure control, accountability, security and efficient utilization of resources
• Plan manpower requirements, initiates deployment and reassignment to optimize utilization of human resources within the team.  
• Motivate subordinates through leadership by example, well-planned job assignment, appraisal review and feedback, coaching, counselling and provide input to individual career development plan.
• Review changes in system software and hardware currency and establish upgrade plan to maintain a supportable Infrastructure 
• Ensure the WOG initiatives and rollout timeline are met.
• Ensure the Asset CMDB is up to date.
• Ensure incidents and Service requests are updated promptly in the ITSM.
• Deliver management reports in a timely manner.
• Ensure the project team met the security compliance required by customers.
• Customers focus, good communication skills

REQUIREMENTS:

• More than 10 years of experience in Infra IT Operations Management.
• Hands-on experience in Microsoft Windows Server 2008 and above
• Familiar with ITIL Foundation V3
• Hands-on experience in Hypervisors (e.g. VMWare, Hyper-V, OpenStack), Scripting (e.g. PowerShell), and Public Cloud (e.g. AWS, Azure) 
• Proficient in leading integrated process teams, as well as coordinating and communicating customer requirements
• Ability to manage small to mid-size projects
• Participate and contribute to community of Practice (in house or external)
• Subject Matter Experts (SME) in at least 1 technological field
• Lead a team of 2-10 and be a mentor to juniors
• Be proactive in highlighting potential issues or service improvement
• Provide supporting documentation, reports, and other information to management
• 8x5 but need to be on standby for 7x24 support. 
• Expected to work during off-peak hours on system activities
• Able to travel overseas within short notice
• Sharp technical, analytical, and holistic problem-solving abilities
• Be able to effectively operate within set guidelines, policies and procedures
• Process excellent customer service skills
• Independent, accountable and take ownership
• Able to manage multiple deadlines - self-starter, able to prioritize appropriately 
• Positive, resourceful, creative and detail-oriented 
• Passionate toward new and existing technologies 
• Process-oriented, lead and assist in the development of bids and proposals