Team Lead - CR and Infra NOC

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Say HELLO to BIG Possibilities with Singtel!

At Singtel, we connect people and businesses through technology and reliable digital services. Join us in driving operational excellence and dependable infrastructure services.

We are looking for an SDC Team Lead to oversee the Change Request (CR) and Infrastructure Network Operations Centre (InfraNOC) teams within the Service Delivery Centre. You will lead daily operations, people and resource management, approved change execution, infrastructure incident response and service improvement. This is primarily an operational leadership role with technical involvement as needed.

Make an Impact by:

1. Team Leadership & Resource Management

• Lead, coach and develop CR and InfraNOC teams, monitoring individual performance, productivity and KPIs.

• Plan staffing, shifts, leave schedules, handovers and resource allocation to ensure operational continuity.

• Identify skills gaps, provide feedback and coordinate training and knowledge sharing.

2. Change Request Operations

• Oversee planning, scheduling, implementation and validation of approved change requests within agreed maintenance windows.

• Review change readiness, risk assessments, implementation and rollback plans, and post-change verification.

• Coordinate with Change Management, engineers and vendors, manage failed-change escalations and improve change success rates.

• Oversee execution of approved changes; formal change authorisation remains with the designated Change Management function.

3. InfraNOC & Infrastructure Operations

• Oversee Level 2 support for enterprise networks and infrastructure, including servers and virtualisation where in scope.

• Monitor availability, performance and capacity; ensure timely investigation and resolution of incidents.

• Coordinate patching, vulnerability remediation, upgrades, backups, recovery and maintenance activities within team scope.

• Maintain operating procedures and technical documentation and manage technical escalations.

4. Incident, Problem & Escalation Management

• Act as the primary operational escalation point and coordinate major and high-priority incident resolution.

• Ensure SLA compliance, accurate stakeholder communication, root cause analysis and preventive actions.

• Escalate material operational risks, recurring problems and service concerns to management.

5. Service Delivery, Governance & Continuous Improvement

• Monitor SLA performance, change and incident backlogs, operational KPIs and team productivity.

• Ensure adherence to ITIL processes, security requirements and operational standards; prepare management reports.

• Partner with service delivery stakeholders and vendors to resolve issues and improve customer satisfaction.

• Support new-service onboarding, operational transitions, runbooks and knowledge transfer.

• Drive process standardisation, automation and sustainable operational improvements.

Skills for Success

• Diploma or Bachelor's degree in IT, Computer Science, Engineering or a related discipline.

• 5–7 years of relevant infrastructure operations, managed services or enterprise support experience, including at least 2 years in a team lead or supervisory role.

• Experience managing operational teams supporting change requests, enterprise networks, servers or virtualisation.

• Knowledge of ITIL Incident, Problem and Change Management and experience in 24x7 operations.

• Knowledge of TCP/IP, routing, switching, firewalls, VPN, SD-WAN, and technologies such as Cisco, Fortinet, Meraki or VMware VeloCloud.

• Knowledge of Windows Server, Linux, Active Directory, DNS/DHCP, VMware vSphere/ESXi/vCenter, infrastructure monitoring and ITSM tools.

• Understanding of patching, vulnerability management, infrastructure hardening and compliance.

• Strong leadership, resource planning, communication, stakeholder management and prioritisation skills.

• Certifications such as ITIL Foundation, CCNA/CCNP, Azure Administrator, AWS Solutions Architect Associate, VMware VCP or Fortinet are advantageous.

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