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Manager, Infrastructure and Service Management
3 weeks ago
Job Description
The Infrastructure and Service Manager is responsible to ensure the overall service management to ensure the service delivery meeting the KPIs. He will manage the incident, problem and change management of the network and system infrastructure team/vendors. He will also work on the several projects to improve on the existing services.
Job Title: IT Infrastructure and Service Management
Corporate Unit: IT
Location: Singapore
Reporting to: AVP, Infrastructure and Service Management
Key Responsibilities
Service Delivery and Improvement:
- Define and track network service levels (availability, performance, reliability).- Develop and implement processes for incident management, problem management, and change management.- Foster a culture of service excellence within the team.- Conduct weekly and /monthly service reviews with internal and external customers to improve the service delivery.
Network Operations and Maintenance:
- Oversee daily network operations, including performance monitoring, troubleshooting, and incident resolution.- Proactively identify and resolve potential network issues.- Lead capacity planning and network expansion efforts.-
- Align with the IT architecture team and maintain network documentation, diagrams, and standards.
Network Security:
- Enforce network security policies and best practices.- Manage network security tools (firewalls, intrusion detection/prevention, VPN, etc.).- Respond and investigate network security incidents.
Vendor Management:
- Manage relationships with network hardware and software vendors.- Negotiate contracts and service level agreements (SLAs).- Manage the IT budget and cost allocation.
AI Operations:
- Work with our vendors to deliver AI and automation to optimize and enhance the service delivery to our business operations.- Reduce costs by automating manual operations.
