Service Operations Specialist

7 days ago

Singapore SYNAPXE PTE. LTD. Full time

The IT Disaster Recovery Manager/Incident Manager directs IT disaster response/crisis management activities in compliance with the IT emergency plan and helps provide and coordinate disaster preparedness training with respect to the organization’s information technologies, helping ensure business continuity.
- Work with Service Operations management to ensure that the disaster recovery (crisis management) and business continuity plans drive disaster recovery (DR) strategy and procedures.
- Establish and maintain the overall plans for executing all DR procedures and understand their interdependencies.
- Establish and maintain detailed DR communications and command and control plans through a change management process.
- Develop and understand all testing necessary for a successful DR execution.
- Schedule and lead all DR exercises.
- Provide ongoing feedback for risk management, mitigation, and prevention.
- Represent disaster recovery cost requirements in the annual budgeting process.
- Regularly report Disaster Recovery activities to upper management.
- Act as liaison for auditing and examination of disaster recovery processes and help ensure compliance with all applicable policy and procedures
- Maintain processes, templates and SOP, website and information related to change control
- Review/Prepare progress reports for initiatives and present the reports when required.
- Manage major incidents (severity 1 & 2) for all IT systems to ensure timely closure of incident & problem tickets, meeting the agreed SLAs.
- Manage major incidents communications such as activating War Room for triage, Conference Bridge and send incident broadcast communication to all IHiS stakeholders and provide regular updates via incident tracking dashboard until incident closure.

**Requirements / Qualifications**:

- Bachelor’s degree in computer science or other highly technical, scientific discipline
- 5-10 yrs of Technical / Support experience (or) Experience in IT Operations in Data Center Environment.
- Experience in IT Disaster Recovery Coordination is a plus
- ITIL v3/v4 certification and strong service oriented experience / background
- Ability to establish and manage processes and practices through collaboration and the understanding of business

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