This is an IT support group | Manager, Smart Security
15 hours ago
Job ID: 16554
Location: ST Electronics Hub, SG
Description:
Responsibilities:
Ensure that all processes and procedures are followed.
Lead troubleshooting efforts for complex environments to identify and eliminate network or system configuration issues.
Lead the troubleshooting and perform root cause failure analysis for infrastructure issues.
Manage the delivery of infrastructure across AWS environments, On-prem, VMware, and hyper-converged technology ensuring alignment with SLAs and customer expectations. Oversee daily operations environments, including incident management, service requests, change control, and problem resolution.
Strong understanding of dashboards and tools (e.g., eG, Managed Engine, SolarWinds, AWS Monitor) to ensure real-time health and performance visibility of operational environments.
Contribute to project and transition plans, schedules, budgets, resource allocation, and risk management strategies for OT/IT Infra & Apps projects, aligning with Industry 4.0, Whole-Of-Government (WOG), and IM8 standards.
Spearhead the creation of overall ITSM processes and IT Service Desk setup including ticketing system, utilizing the ITIL framework to enhance service efficiency.
Strategically prepare and build the day-2 operational plan, such as engineer work schedules, operation yearly activity calendar, preventive maintenance (PM) schedule, patch management schedule, and audit activity.
Conduct regular service reviews with clients, providing insights on operational health, upcoming changes, and performance metrics. Build and maintain strong relationships with client stakeholders, acting as an advisor and advocating for client needs internally. Coordinate with internal teams to ensure service adjustments meet evolving client requirements.
Resource and capacity management - Oversee infrastructure resource allocation and capacity planning to ensure optimal service delivery and performance.
Collaborate with cybersecurity teams to monitor and maintain security controls, addressing any vulnerabilities proactively. Provide detailed service delivery reports, tracking SLAs, KPIs, and incident metrics.
Responsible for the operation CAPEX & OPEX such as asset management updates (CMDB), software & licenses renewal, hardware maintenance renewal, and vendor support reviews & renewals.
Prepare and present weekly and monthly reporting to client stakeholders on account updates.
Ensure that regular reviews of the services provided SLAs and KPIs are conducted to maintain alignment between the services and the expectations of the customer.
Liaise with third-party vendors, customer technical teams, and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations.
Participate in leadership activities and provide performance feedback and developmental coaching.
Requirements:
Diploma and above in IT / Software / Engineering fields.
Min 12 years of experience in IT service delivery management; project and program management; resource and vendor management; client and stakeholder management; problem and incident management.
ITIL 3 & 4 certified.
Preference for experience in OT technologies such as Security and Access Control Systems, facial recognition systems, and Access Control Systems.
Must be willing to go down to the ground and be hands-on to understand situations when problems arise.
Willing to travel on-site at Jurong Island.
Experience handling government agencies with understanding of IM8 processes, Government Commercial Cloud (GCC), and Whole-Of-Government (WOG) operation structure is an added advantage.
Strong knowledge of networks, servers, virtualization, and cloud technologies.
Experience with monitoring tools, ITSM platforms, and disaster recovery planning.
Experience with contract and vendor management.
Independent, self-driven, highly customer-focused, and able to work under high-pressure environments especially during emergency restoration of services.
Good communication skills, keen to learn, and a team player.
Ability to work independently, plan, and provide system solutions.
Ability to manage stakeholders and vendors.
Able to work in a fast-paced environment.
Able to work well in a matrix team.
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