Service Manager Storage/backup

Job description

**Business type**:

- Types of Jobs - Information systems / IT Project management

**Job title**:

- Service Manager Storage/Backup (Ref47717)

**Contract type**:

- Permanent Contract

**Job summary**:
**Job Detailed Description**
A Service Manager has a wide spectrum of responsibilities and actions.
- **As a Service Manager of his/her team, he/she**:

- ensures the IT Production activities in his/her perimeter are rightly performed by his/her team complying with defined norms, standards, processes and procedures,
- is responsible to meet defined KPIs for Request, Incident, Change, Problem and Knowledge Management,
- assigns technical tasks and manages delegation for technical issues,
animates the team to encourage collaboration and sharing of best practices,
- has a role in supporting technical skills development and provides training when required.
supports new technologies and leverages them to provide consistency of service across streams,
- manages service improvements for all SAN & Backup services supported throughout the organization,
- documents, reviews, maintains and shares relevant technical information to the team
provides technical direction, supports services both proactively and reactively to maintain the availability and reliability of system infrastructure in accordance to the SLA,
- implements and develops improvements based on best practices,
focuses on automation and optimum use of the team to improve efficiency,
- drives and delivers root cause for any high severity issue,
reviews technology changes to identify potential risks,
is responsible for problem management and resolution.

**As an experienced professional in SAN & Backup Services, he/she**:

- supports his/her team during diagnosis when technical issues rise in his/her scope of expertise,
- is aware of the global IT structure so that he/she anticipates interrelationships within the organization,
- engages with technical peer, Service Managers, Architect and project teams on technology roadmap and projects,
- facilitates transformation projects and suggest future directions for new areas of improvement and change,
- guarantees the production readiness and license to operate of new projects and solutions,
- is available and able to drive technically, any complex or high severity incidents that occur within the scope of their role,
- actively engages to understand new technologies and technology trends and reviews them with a view to incorporating them into operations,
- technically coach and develop partner resources to improve quality and productivity,
- defines the technical skillset required to support technologies.

**As the escalation point of contact for Clients, he/she**:

- manages the daily relationship with Clients including planning, requests clarification, risks mitigation and service quality.

**Legal and Regulatory responsibilities, he/she**:

- complies with all applicable legal, regulatory and internal Compliance requirements, including, but not limited to, the Singapore Compliance manual and Compliance policies and procedures as issued from time to time;

Position location

**Geographical area**:

- Asia, Singapore

**City**:

- Singapour

**Minimal education level**:

- Bachelor Degree / BSc Degree or equivalent

**Academic qualification / Speciality**:

- A Bachelors/Engineering graduate.

**Level of mínimal experience**:
6-10 years

**Experience**:
**Job Specific Environment and/or Organization**
- Fluent in English written and spoken
- Working hours primarily to cover Europe business hours
- On-call support can be expected on a rotational basis (weekdays and weekends)

**Required skills**:
**Mandatory track record**
- Minimum 8-10 years of experience in managing SAN & Backup environment with about 3-5 years of experience in managing a RUN service delivery team of similar scope.
- A Bachelors/Engineering graduate.
- Subject matter expert on technologies - HPE High-End and Mid-Tier Storages, Dell EMC ISILON, Brocade FC fabrics, synchronous cross-site replication.
- Knowledge and working experiences on Backup platform running Dell EMC Networker will be advantageous.
- Well versed with Scripting and Automation (Ansible, Python, Bash).
- Excellent communication, interpersonal and logical skills.
- Customer service oriented and a strong team player.
- Ability to work under pressure and a commitment to solving issues.