Analyst, Data Centre

**NCS** is a leading information and communications technology (ICT) and communications engineering services provider across the Asia-Pacific region. We are headquartered in Singapore and a wholly owned subsidiary of the Singtel Group. We have in-depth domain knowledge and unique capabilities that create business value for customers. We offer a broad range of services, including consulting, systems development and integration, business process outsourcing, infrastructure management and solutions, and technology solutions.

The Consultant works closely with the IT and Data Centre teams in the organisation. He /She is responsible for performing technical refresh for software and hardware components in the Data Centre. He /She has to ensure that the IT and Data Centre systems are reliable, monitored, and ensure support operations are conducted in a timely manner. He /She will also collaborate with stakeholders to serve, observe, own, and solve problems through innovation to enhance smooth production deployments and increase availability.

The Consultant is able resolve issues quickly and effectively as they arise. He /She is able to methodically identify the cause of the issue, evaluate it and develop a solution in collaboration with the team. He /She is able to communicate effectively and display high service level standards.

The Consultant applies critical thinking skills to resolve complex issues. He /She also applies creative skills to address technical challenges in the job.

**Responsibilities**:

- Take charge of emergency and logon ID accounts according to standard operating procedures.
- Take control of keys kept with operations and record its usage.
- Present progress reports.
- Ensure effective and efficient management of day-to-day 24x7 Data Centre Operations.
- Ensure the Data Centre is compliant with all relevant security policies and procedures.
- Responsible for overall site capacity management.
- Oversee all aspects of the Data Centre's critical physical infrastructure. Ensure that all work performed within the space is done to a high quality and without impact to internal/external customers.
- Maintain the centralised policy and procedures documentation and process flows for the function and controls. Monitor and facilitate documentation of new of changes to policies and procedures.
- Manage /Improve the workflows and throughput for Data Centre Operations.
- Ensure delivery processes are efficient and cost effective. Make recommendations on hardware equipment and software maintenance and licensing to maximize revenue at least cost.
- Fundamental understanding of the Data Centre downstream infrastructure which includes UPS systems, Water Detection systems, Fire Suppression systems, Power Distribution Units (PDU), Close Circuit Television (CCTV) systems, Card Access systems, etc.
- Coordinate with third-party vendors daily ensuring adherence to contracted SLAs.
- Perform contract management for IT and Data Centre requirements.
- Enforce and work towards ensuring appropriate physical security is in place.
- Effectively and efficiently administer the operational expenditure within budget.
- Collaborate with third-party vendors to have appropriate staffing at operation centre by accurately forecasting work volumes based of maintenance and break-fixes trends.
- Deliver with passion, the quality and quantity of services being provided by the Operations team and continuously strive to improve Customer Experience.
- Ensure correct processes are followed and all documentation is complete.
- Play a key part in innovation and drive automation within the Data Centre Operations.
- Work with internal / external auditors to ensure Data Centre is compliant with the in-scope certifications standards. Review and update relevant security policy and procedure documentations to ensure they are in line with current operations.
- Support incident management, participates in outage calls and makes tactical decisions to drive IT outsourced provider towards resolutions that balance risk while maximizing uptime/performance objectives.
- Effectively communicate and coordinate activities and on-site staff during an incident.
- Ensure staff provides timely diagnosis of problems and events and provides follow-up or escalations when necessary. Act as liaison to other departments to resolve issues when necessary.
- Keep customers informed about their Incidents’ status at agreed intervals.
- Support incident resolution.
- Support the development and execution of organisational change management framework.
- Support organisation & process design and definition of roles and responsibilities in the Change Management framework.
- Conduct impact analysis, assess change readiness and identify key stakeholders.
- Maintain good relationships with customers.
- Remove all obstacles to customer satisfaction and projects delivery performance.
- Handle small scale Technical Refresh related projects.
- Data Centre Facilities Operations
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