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