Technical Support, Manager

The Technical Support Manager oversees the technical support function and leads the technology expertise within the Support team. The person has to ensure the smooth functioning of systems at customer site, enhancing operational efficiencies and resolving technical issues effectively, within contractual service levels.

**Main Responsibilities**
- Manage the technical support team supporting systems implemented at Changi Airport, Woodlands and other border checkpoints
- Responsible for incident management and problem resolution; provide root cause analysis and work with Level 3 to implement permanent fixes in production environment
- Demonstrate expert knowledge of the systems and processes
- Identify operational risks that could compromise contractual commitments and work with the Service Delivery Managers to mitigate them
- To communicate and update the team regularly through regular meetings
- Maintain high morale within the team and foster teamwork through sharing and engagement
- Perform regular coaching sessions to identify, recognize and support Technical Support Engineers in their areas of development
- Ensure Technical Support Engineers have the tools and knowledge they need to support customers
- Contribute to the development and enhancement of systems by providing feedback to the development and integration team
- Drive process improvements within the team to ensure outcome targets are achieved
- Foster co-operation and co-ordination between internal departments and vendors to ensure a customer focused view is taken at all times
- Manage the day to day operational aspects and team time management within the site (i.e. schedule, breaks, absences, etc)

**Technical Skills**

Knowledge and experience in 2 or more of these skillsets: -- Enterprise scale Linux and Windows administration
- VMware ESXi and vCenter administration (6.0 and above)
- PostgreSQL, MySQL, Oracle, and other database servers
- Monitoring systems (e.g. Centreon, Nagvis)

Familiarity with the following will be advantageous: -- Management of SAN storage, NetApp storage and tape library
- Configuration and administration of Network devices (e.g. Cisco Switch, Firewall, Router)
- Windows PowerShell, Unix Scripting
- IT Security

**Requirements**:

- 5-10 years of experience in system implementation or technical support, with exposure in multiple domains such as Wintel, Linux, Networking and Database
- At least 3 years of experience in a leadership and team management capacity
- Bachelor’s Degree in Engineering, Computer Science or Information Technology from a recognised institution, or equivalent practical experience
- Good knowledge and practical experience in ITIL framework
- Excellent time management, decision making, prioritization and organization skills
- Proven ability to mentor and influence others
- Experience contributing to business process improvement
- Strong organizational skills with ability to handle various tasks; attention to detail
- Must be able to work well with others as part of a team
- Strong verbal/written communication skills
- Able to work in a fast paced & dynamic environment, handling complex incidents with professionalism
- Conscious about service quality, with an appropriate sense of urgency in fulfilling customer requirements.
- Possess strong troubleshooting skills and techniques
- Manage daily support activities to ensure completion of operational requests within agreed Service Level Objectives

**Travel Requirements**
- Required to work in or travel between Woodlands Checkpoint, Changi Airport and other border checkpoints in Singapore
- Preferably possesses own transport

**Salary**: $5,000.00 - $9,000.00 per month