Assistant Manager, IT Workplace

2 weeks ago


Singapore FWD Insurance Full time

Established in Asia in 2013 with a trailblazer mentality, FWD is the primary insurance business of investment group, Pacific Century Group (PCG), with minority shareholders Swiss Re Group, GIC Ventures, RRJ Capital and Hopu Investments.


FWD spans 10 markets in Asia including Hong Kong SAR & Macau SAR, Thailand, Indonesia, the Philippines, Singapore, Vietnam, Japan, Malaysia and Cambodia.

In Hong Kong, FWD offers life and medical insurance, general insurance, employee benefits, and financial planning.

We focus on creating fresh customer experiences and making the insurance journey simpler, faster and smoother, with innovative propositions and easy-to-understand products, supported by digital technology.

Through this customer-led approach, FWD aims to be a leading pan-Asian insurer by changing the way people feel about insurance.


If you are looking for a company where can fuel your inspiration and cultivate your expertise, join us on our exciting journey.

Purpose

  • Manage and lead the onsite support team in Singapore Group Office to provide professional IT workplace services to business.
  • Align and rolldown the new technology and Standard Operating Procedure on endpoint computing from Group Office.
  • Accountable and ensure the response and resolution time of incident and service request being handled by onsite support team meet the SLA agreed.
Key accountabilities

  • Lead and manage the IT onsite support team in SG GO and ensure the IT services are provided timely and accurate, carry out trouble shooting, incident investigation and resolution
  • Responsible and accountable to align and implement the standard processes rollout by Group Office by coordinating resources and setting priorities
  • Drive and ensure IT governance in handling issues with endtoend followup by the team members and manage the stakeholders' up to Clevel senior managements & Board directors for ensuring the user experience.
  • Effectively cross collaborate and build relationship with key stakeholders and business partners both internal and external.
  • Provide guidance to IT Onsite Supporting Team to adapt the latest/adequate technology in resolving problems.
  • Act as a key stakeholder in communicating with Incident Management, Change Management, Problem Management and respective support teams in SG Group Office proactively of trend, significant problems and expected delays
  • Monitor and ensure the daily operation of IT Onsite Team is complied with Group Risk and Group Security team's requirements
  • Accountable for the delivery of Onsite IT Support teams to ensure each IT ticket is resolved accordingly to standard.
  • Participate and provide feedback to Group's initiatives of any revamp, changes or updates on IT workplace service delivery adapting in SG Group office
  • Works fully independently and drives continuous improvements in area of expertise while aligning with Group practice.
  • Learning, sharing knowledge and coaching the team members in different forms, from contributing with articles in the Knowledge Database up to delivering training or facilitating forums.
  • Any other adhoc IT workplace related tasks as per assigned
Qualifications / experience

  • At least years of solid experience with indepth knowledge and in helpdesk/onsite/workplace engineering and basic knowledge in other areas.
  • Degree from Information Technology or equivalent discipline.
  • Experience with Azure/SCCM/inTune is a plus.
  • Experience in Office 365 environments including implementation of Exchange, OneDrive, Teams and SharePoint.
  • Experience with Desktop deployments and rollouts, upgrading to latest Windows Clients, SCCM & Intune.
  • Experience with supplemental technologies such as migration tools associated with modern workplace technologies.
  • Experience with Security agent deployment in FSI or on Enterprise level (e.g. Antivirus, malware, Data Leakage, Proxy and VPN protection)
  • Skills and experience with automation tools such as PowerShell and various scripting tools.
  • Proficient with technical writing and document along with effective presentation skills.
  • Strong communication & presentation skills and technology consulting projectbased background.
Knowledge & technical skills

  • Good understanding of IT workplace concepts including cloud technology.
  • Good understanding of networking infrastructure components and enterprise scale implementations.
  • Good understanding of security such as PKI and certificate
  • Experience with various methods of troubleshooting tools such as Wireshark, Fiddler will be a plus
  • Work experience in organizations and projects with heavy client interactions.
  • Ability to quickly learn and develop skills in new technologies
  • Thrives and welcomes the dynamic and constantly evolve on the update of technologies


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