Senior/Principal Specialist, Information Technology

We are seeking an experienced principal/senior specialist with expertise in overall IT service enablement for operation and maintenance (O&M) in the areas of cybersecurity, end-to-end infrastructure management, and application services. A hands-on role that requires the applicant to possess holistic thinking across areas of technology, service, and stakeholder management across all façade of IT service and operations management.

Responsibilities

1. Responsible for the support, managing and maintenance of mobile devices, desktops, peripheral devices and applications used by the users to conduct business activities.
2. Troubleshoot technical issues, encompassing both hardware and software components. Proactively address any challenges that may arise, striving to minimize downtime and enhance user experiences.
3. Ensuring that technology governance, risks and compliances requirements are operationalised.
4. Develop, update, and maintain comprehensive technical documentation, including user guides, process documentation, and training materials. Ensure that all documentation is kept up to date with the latest security best practices.
5. Work closely with internal stakeholders and external vendors and third-party service providers to efficiently manage and deliver projects, ensuring successful implementation within defined timelines and budgets.
6. Work closely with external vendors and third-party service providers to ensure that (a) contractual obligations are met and projects are successfully delivered by vendors/service providers; (b) contracts continually meet e2i business needs; (c) vendors’ performance is monitored and delivered in accordance with contractual obligations and service-level agreements; and (d) project risks are properly mitigated and managed.
7. Provide exceptional customer service and support to internal clients regarding IT-related concerns. Act as a point of contact, responding promptly to inquiries and ensuring high levels of user satisfaction.
8. Collaborate closely with other IT team members and various departments to ensure the seamless delivery of IT services.
9. Stay abreast of emerging technologies and industry trends. Participate in evaluating and implementing new solutions that align with the organization's evolving needs and improve the resiliency and security of IT services.

Requirements

1. Degree in Computer / Computer Science or Engineering or Business or equivalent.
2. Minimum 5 years' relevant experience within a fast-paced agile environment.
3. Good working knowledge of industrial best practices, system, processes, methodologies and frameworks such as ITIL, Agile PMP, NIST, ISO27001 etc.
4. Good technical and working knowledge in cloud areas but not limited to IaaS (Azure and AWS), PaaS and SaaS.
5. Good technical knowledge in end-to-end infrastructure operations, management and design.
6. Good working knowledge of Microsoft Active Directory, Azure, O365 and Intune. A minimum of 3 years of hands-on experience in these technologies.
7. Strong stakeholder management and customer servicing skills.
8. Strong analytical and problem-solving skills.
9. Good IT project and outsourcing vendor management skills.
10. Effective communicator with people at all levels, with the ability to explain complex technical concepts to non-technical users.
11. High self-initiative and a can-do attitude.