Job Description

Company\'s Profile
Julian Grey\'s client is a Singapore based solution provider for high quality IT security products to value add to their MNC clients & channel partners and has been in the market for 25 years. With a team of more than 200 highly experienced professionals, the company is looking for individuals who are passionate about the IT security industry to join their rapidly expanding team.

Location: Tampines (Shuttle bus provided to and from Tampines MRT)
Working hours: 8.30am - 6pm (Mon - Thu), 8.30am - 5.30pm (Fri)

Benefits

• AWS and performance bonus
• Annual salary increment (subject to performance evaluation)
• Medical and Dental

Responsibilities:

• Oversee and ensure compliance with service level agreements (SLAs), analyzing and reviewing service performance against SLAs.

• Develop, manage, and administer service management best practices, fostering communication between departments for defining and maintaining SLAs.

• Organize and conduct regular service level reviews with internal stakeholders, taking necessary actions to maintain or enhance service levels.

• Provide feedback to management on issue status and effects, ensuring the effectiveness and efficiency of the service level management process.

• Develop service management strategies, identify resources for efficiency, and assist in the implementation and improvement of ITIL processes.

• Collaborate with various teams to establish processes and service level objectives, utilizing metrics to identify trends and areas for improvement.

• Coordinate with Support Services Management and technical teams to optimize technology services.

• Deliver monthly SLA summary presentations to customers and manage Severity 1 incidents, reporting status to the Project Director or Customer as needed.

• Lead post-delivery teams to track and manage support contracts, maintain inventory, schedule preventive maintenance, and compile various maintenance reports.

Requirements:

• Bachelor\'s Degree in Information Technology, Engineering, Computer Science, or equivalent work experience.

• At least 3years of operational and/or client service experience.

• Strong team player with the ability to work independently.

• Comprehensive knowledge of IT infrastructure, including Servers, OS, Network, Virtualization, Cloud, Storage, and Backup Solutions.

• Proven aptitude for rapidly acquiring proficiency in new platforms, systems, processes, and skill sets.

• Strong analytical skills with meticulous attention to detail.

• Exceptional customer focus, professional acumen, and excellent interpersonal and communication skills (written and verbal).

• Understanding of negotiation, conflict resolution, and risk management.

• Excellent vendor relation management skills.

• Proficient in Quality Escalation Management, Account Management/Review, Exception Handling, Costs/Overhead Management, and Contract Renewal.

• Outstanding organizational and time management skills, capable of handling multiple assignments and priorities in a fast-paced environment.

• Effective team player demonstrating dedication, reliability, adaptability, initiative, good judgment, and the ability to work independently.

• IT technical experience with a background in service delivery or preventive maintenance.

• Advantageous but not mandatory:

High-level overviews of Microsoft Azure, Operations & Support, Window servers (AD, Clustering), Linux (Red Hat, CentOS, Ubuntu, etc.), Systems Security, Performance and Monitoring.
Basic skills in Storage Area Network (SAN) or Network Attached Storage (NAS), basic comprehension in Networking.
Basic knowledge in Virtualization (VMware), and fundamental understanding in Backup and Recovery Application (NetBackup).

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Quek Jian Wei
Reg No. R22110928
Julian Grey Corporate Advisory Pte. Ltd.
EA License No: 19C9568

Julian Grey