Technical Services Lead

Operations Lead is responsible for managing the overall delivery and operations of the backend infrastructures of Managed Services’ accounts and projects, including activities such as reviewing, enhancing and development of policies, processes, procedures and guidelines, ensuring a high standard of compliance and customer experience throughout the accounts and projects’ validity periods.
The incumbent shall work within a team environment to provide technical expertise/guidance to the technical staff and to maintain a stable, secured and efficient IT Infrastructure.

Responsibilities

1. Manage and establish priorities for maintenance, design, development and analysis of entire infrastructure systems, inclusive of computer, LANs, WANs, Internet, wireless, server and security implementations
2. Ensure continuous improvements towards effectiveness of planning, organizing and efficiently handling the activities and eliminating unnecessary activities or costs while addressing problems and making timely practical decisions
3. Achieve goals through effective planning, management and coordination, promoting innovation and teamwork
4. Review, refine and improve the support framework regularly to ensure the sustainability of service delivery framework, process to demonstrate adequate service quality and control to adhere to quality of delivery output and streamline the administrative aspect of process management
5. Lead continual service improvements by identifying weaknesses during Service Reviews, Process Evaluations, Compliance Reviews or customer surveys during reporting period and to formulate improvement plans
6. Perform analysis on Computer Infrastructure System’s efficiency (CIS) and integration
7. Report to Management on Computer Infrastructure System’s development, implementation and progress
8. Manage support teams and evaluate performance metrics
9. Collaborate with development teams and departments, as well as incorporate user feedback
10. Manage software and hardware installations and upgrades
11. Ensure optimal hardware and software functionalities, as well as network security
12. Maintain computer network infrastructure and ensure network security
13. Manage team to meet all Service Level Agreements and deliverables according to contractual agreement and project plans
14. Ensure that products and services are delivered on time and within budget
15. Work with Technical Director and Sales/Pre-Sales to generate variation orders and new businesses
16. Oversee capacity planning to cater for future growth of backend infrastructure
17. Provide “ownership” of problem through final resolution
18. Diagnose faults, oversee CIS user-testing and implement the required changes
19. Negotiate with vendors and contractors to secure products and services
20. Develop, implement and maintain policies, procedures and associated training plans for resource administration
21. Manage and lead the team in resource management and training of new IT support staff
22. Any other ad-hoc duties as required or assigned

Requirements

1. Bachelor Degree or Diploma in Information Technology/Computer Science or equivalent
2. Master Degree in technology management or business management is a plus
3. ITIL V4 Certification and Cloud Certifications will be an added advantage
4. Project Management Professional (PMP) Certified
5. At least 5 years of experience in a large enterprise operational environment and senior team lead’s role
6. Extensive experience in technical management, preferably in a related industry
7. Experience in management of Subject Matter Experts is a plus
8. Experience in handling multiple operations’ domains, namely Service Desk, Desktop, Server, Network, Data Centre and Security
9. Good experience in customer management in the support of government agencies, large commercial enterprises and regional/global support environment
10. Possess Advanced knowledge of CIS innovation and integration
11. Extensive experience in collaborating with CIS development teams and users
12. Ability to keep abreast with CIS advancements
13. Ability to lead IT support teams, as well as the hiring and training of new IT staff
14. Ability to multi-task and perform under pressure in a fast-paced environment
15. Strong leadership, communication and interpersonal skills
16. Self-motivated, customer oriented and a team player