Singapore
Operations Support Engineer Lead (TL-OSE-LD)
Job Description:
The Operations Support Lead will report to the IT Manager and is responsible for supporting Data Centre activities in Singapore.
Primary Responsibilities:
- Ensure that daily operations and tasks are properly completed or followed up.
- Prepare and manage the work roster, man power planning, back-fill and tracking of attendance and staff performance
- On-board new team members through providing OJT and certifying them if they can be put on shift
- Prepare monthly and weekly reports
- Liaison with the client, vendors and our own team to establish agreements, streamline new processes, dissemination of information to the team
- Attend monthly client review meetings
- Will have to alternately from 2 locations
- To perform cover during critical periods or temporary back fill when engineers are unavailable
Secondary Responsibilities:
- Provide Technical Support through phone, email, tickets and onsite channels
- Monitoring of internal and external networks, Services and Systems
- Perform power verification, power cycling of equipment
- Installing of new racks / Perform mounting of equipment onto racks
- Install patch cords / assist in troubleshooting physical connectivity
- Perform visitor escort
- Shipment – accept scheduled deliveries or prepare items to be shipped based on request
- Replace faulty server hard disks / CPU / memory
- Manage ticket queue and take ownership and responsibility of queries, issues and problems assigned.
- Ensure that there should be at least a personal to respond to customer calls.
- Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
- Support change requests and maintenance / recovery activities including tracking, verification and documentation
- Prepare incident, performance and capacity reports
- Participate in Certification / Audit compliance and process enhancement activities
- Create process and support documentation and ensuring that the team is made known of the processes
- Support change requests and maintenance / recovery activities
- Perform fault and incident management and recovery
Pre-requisite: (technical)
Must have good and hands-on working knowledge in the following areas:
- Working knowledge of network concepts – understanding of telco grade equipment like DWDM, routers / switches, networking concepts like BGP
- More than 3 years working in a data center
- More than 2 years of network or Data Centre NOC experience and must have lead a team of at least 5 people working on shift for at least 1 year
- Strong interpersonal skills and good communications (both verbal and written English) skills
- Demonstrate ability to manage and multi-task all critical programs and projects
- Able to write and adjust technical / management documentation
Pre-requisite (personal attributes)
- Having a positive attitude and being a reliable person with a constant mindset of giving the client peace of mind are some of the personal traits that we are looking for
- Candidate must be a team player
- Independent, self-motivated and have a dynamic personality
- Strong interpersonal and Good communication (both verbal and written English) skills
- Able to motivate / correct reporting staff
Academics
- Diploma in IT or Engineering related field
Others
- Only Singaporeans and PR need to apply
- Works office hours but will need to cover on 12-hour shift where needed
- Required to travel across data centres located within Singapore