Senior Engineer

Our client is a Singapore based solutions provider and has been incorporated since 1998. Their main domain expertise and experience in Homeland Security and Infocom Security. They deliver full turn-key solutions from design, integration, commissioning to post-implementation maintenance and support. They are identifying a **Senior Engineer (Infra Project Maintenance Lead)** **Responsibilities’**: - Monitoring service level agreement (SLA) performance for compliance. - Analyzing and reviewing service performance against the service level agreement (SLAs). - Developing, managing, and administering service management best practices. - Facilitating communication between departments in order to define and maintain the service level agreement (SLAs) required for each business unit. - Organizing and maintaining the regular service level review process with internal stakeholders. - Initiating required actions to maintain or improve service levels, including facilitating Service Improvement Plans. - Providing regular feedback to management and stakeholders regarding status, and effect of outstanding issues. - Ensuring that the service level management process and working practices are effective and efficient, and that all stakeholders are sufficiently involved in the service level management process. - Developing service management strategies and identifying staff, tools and specialized support to ensure processes are providing maximum efficiency. - Assisting in the development, implementation and continual improvement of ITIL processes. - Working closely with Operations, Infrastructure, Engineering and Applications teams to establish processes and service level objectives that ensure system issues are resolved and user concerns are addressed. - Develop and use metrics/analytics/KPI to identify trends and preventative measures to ensure a "best in class" level of client support and service, and determine areas for improvement - Collaborate systems and networks development tasks to include requirements, design, procurement, implementation, configuration, documentation, integration, testing, maintenance and upgrade - Provide on call, 24x7 supports for systems and networks on a rotating basis. Implement corrective procedures to resolve production problems and minimize unplanned system outages. - Create and maintain programmatic and technical documentation to ensure efficient planning and execution. - Performing additional tasks and supporting special projects, as required. - Coordinate with various members of Support Services Management and technical teams to optimize technology services. - Require to provide a monthly SLA summary presentation to Customer relating to all projects under the Master SLA during the SLA or Management (MRMP) Meeting. - To be aware and manage of Severity 1 incident and as and when necessarily to report the status to the Project Director/or Customer. - Require to have a good understand of the incident problem and status especially for Severity 1 Incident and manage the expectation from the customer. - Lead the post-delivery team to maintain and keep track of all post-delivery projects relating to: - Track, Manage and Renew All Projects’ Support Contracts - Maintain Inventory/Asset list - Schedule all preventive maintenance and ad-hoc task - Compile and deliver all forms of maintenance reports (e.g., installation report, incident report, scope of works, certificate of completion, quarterly preventive maintenance report, ISO report, billing, etc.) **Qualifications**: - Bachelor’s degree in field of information technology, engineering, computer science or equivalent work experience is required. - 3+ years of experience of operational and/or client service experience required. - Good team worker who can also carry out assignments independently. - **Knowledge of IT Infrastructure such as Servers, OS, Network, Virtualization, Cloud, Storage and Backup Solutions.**: - Strong aptitude for technology required, including proven ability to learn new platforms, systems, processes and skills sets. - Strong analytical skills, and high attention to detail. - Exceptional customer focus and professional acumen. - Excellent interpersonal skills, and communication skills (written and verbal). - Understanding of negotiation, conflict and risk management skills. - Excellent vendor relation management skills. - Quality Escalation Management, Account Management/Review, Exception Handling, Costs/Overhead Management, Contract Renewal skills and ensure that all SLA/KPI are met. - Excellent organizational and time management skills, including the ability to manage multiple assignments and priorities in a fast-paced environment. - Ability to act as a good team player demonstrating dedication, reliability, adaptability, initiative, good judgement and ability to work independently. **Good to have**: - Skills in Microsoft Azure, Operations & Support, Window servers (AD, Clustering), Linux (Red Hat, Centos, Ubuntu