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


  • Diploma in IT or Engineering related field


  • 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