Associate / Senior Engineer (Infrastructure Project)ID:32787

3,000 SGD ~ 6,000 SGDEast
  • Job Function

    Hardware Engineer, Database Architect/Design Engineer, Server Architect/Design Engineer, Network Engineer (Design), Network Engineer (Operation/Maintenance), Other(IT/Internet/Telecommunications) Engineer

  • Industry

    IT/Telecommunications

  • Job Description

    Our Client is a Singapore-based IT security company that provides design, development, integration, testing, and commissioning to post-implementation maintenance. This role of Associate Engineer/Engineer/Senior Engineer (Infrastructure Project Maintenance Lead) is to mainly to monitor the Service Level Agreement (SLA) performance for compliance and suggest improvements.

    【 What you will be doing 】
    - 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 the 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 support 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 the 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 necessary to report the status to the Project Director/or Customer.
    - Require to have a good understanding 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 :
    a) Track, Manage and Renew All Projects’ Support Contracts
    b) Maintain Inventory/Asset list
    c) Schedule all preventive maintenance and ad-hoc tasks
    d) Compile and deliver all forms of maintenance reports (eg, installation report, incident report,
    the scope of works, certificate of completion, quarterly preventive maintenance report, ISO the report, billing, etc)

  • Requirement

    【 What they are looking for 】
    - Possess minimally NITEC in IT or Computer Engineering, or a related field
    - Minimum 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 Infrastructures such as Servers, OS, networks, Virtualization, Cloud, Storage, and Backup Solutions.
    - Strong analytical skills, and high attention to detail.
    - Excellent interpersonal skills, and communication skills (written and verbal).
    - Understanding of negotiation, conflict, and risk management skills.
    - Willing to be on-call, 24x7 support for systems and networks, on rotating basis

  • Working Hour

    8:30 ~ 18:00

  • Benefit

    【 What they are offering 】
    - AWS
    - Variable Bonus (Depend on Company and Individual performance)
    - Annual Leave: 18 days
    - Medical Leave: 21 days

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