IT Business Partner

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About NUS IT

NUS Information Technology is the cornerstone to providing reliable, high-performance and secure IT solutions and effective IT governance for the campus. Here at NUS IT, we aim to transform NUS into a borderless computing community providing knowledge at its fingertips by enhancing the use of effective applications and services for teaching and learning.

We drive a culture that is forward-looking. With a strong passion for IT, our people are always striving to improve, push boundaries and innovate with a "can-do" attitude. We embrace collaboration, open communication and knowledge sharing. If you see yourself thriving in a dynamic environment and breaking new grounds with innovative ideas, you will find yourself at home in NUS IT.

As part of our team, you can look forward an empowered work environment that allows you to take charge of your own career path. We provide competitive remuneration as well as flexible work arrangements to enable your growth and development. We pride ourselves on our diverse workforce and are committed to transforming NUS into a leading global University shaping the future.

https://nusit.nus.edu.sg/

Job Description

Shared Services serves as professional IT partners to the University's departments, providing reliable, high-quality, and responsive user-centric services. As part of a dynamic team, you will take on dual roles as an IT Business Partner and Associate Architect. Your responsibilities will include managing day-to-day operational and systems support for a cluster of research institutions and faculties. Additionally, you will be involved in architecting and administering security operation tools to enhance the security posture of systems campus-wide.

Duties and Responsibilities

The duties and responsibilities of the Associate Architect include:

• Perform routine administration tasks for systems and security tools, ensuring they meet business needs and that system improvements are successfully implemented.
• Implement remedial actions for system and IT component failures.
• Respond to service requests and business IT requirements for cluster groups, providing IT solutions across various technologies, including standalone physical servers with GPU, storage arrays, virtualization, distributed networks, firewalls, network-attached storage, web servers, application services, and database technologies.
• Engage in system capacity planning, fault management, performance and configuration management, software upgrades, and applying security patches.
• Plan and oversee the upgrade of infrastructure components and tools before they reach end-of-life (EOL) or end-of-support (EOS).
• Evaluate future technologies and assess the suitability of software and hardware upgrades and technology solutions.
• The duties and responsibilities of IT Business Partner include:
• Manage the duty roster of assigned staff supporting the IT needs of the department cluster.
• Ensure service requests are followed up by the appropriate service team.
• Engage, support and advise business users by proactively following up on issues, feedback and escalation to ensure timely resolution.
• Collaborate with Central IT team and SMEs to provide expert advice to business users on IT matters, including IT policies, Operations, compliances and other related topics
• Drive and oversee the resolution of operations and any critical incidents impacting IT service deliverables.
• Establish priorities for IT operation and support activities, initiatives, and incident resolution.
• Continuously review and streamline on processes to enhance productivity and improve business user’s experience.
• Monitor and track the achievements and key performance indicators (KPIs) of both the NUS team and vendors.
• Enforce processes and systems to ensure that all infrastructure systems, platforms, data, and databases comply with existing regulatory and organizational policies and compliance requirements.
• Provide input for IT operations and support strategy planning.
• Lead and oversee the team in audit response and closure of audit findings.
• Determine and implement corrective actions to address non-compliances with SLAs, KPIs, and audit findings.

Qualifications

1. A university degree in Computer Science, Information Systems, Computer Engineering, or a related discipline.
2. Over 8 years of hands-on experience in IT, specifically in systems administration, virtualization, network and firewall administration, web server technologies, systems security, operational and security tools management.
3. More than 3 years of experience in providing infrastructure solutions.
4. Strong knowledge and understanding of various operational and security frameworks and best practices, such as ITIL and ISO27001.
5. A fast learner and a team player with a passion for applying technology to solve business problems.
6. Strong analytical skills and attention to detail, with the ability to delve deeply into issues when required.
7. Demonstrated problem-solving abilities.
8. Excellent communication and interpersonal skills, with the ability to interact effectively with various levels of stakeholders.
9. Proficient technical knowledge and hands-on experience in at least one or more of the following technologies:

- Linux and/or Windows Servers Operating Systems administration.
- Microsoft Windows Clustering and Active Directory.
- Systems Security and Operational tools such as HCL BigFix, Trend Micro Vision One, and Splunk.
- VMware virtualization and public cloud platforms such as Azure and AWS.