Job Description

Key Responsibilities:

• Arranges and attends handover sessions to confirm, understand and verify the delivery details from relevant parties.

• Arranges and attends kick-off meeting, regular meetings, workshops and/or site surveys with the customer and vendors.

• Prepare delivery details, coordinate related vendors, perform pre-deployment test and ensure any dependencies has been addressed.

• Coordinate related vendors and customer to deliver as planned.

• Arranges and attends a handover and training sessions with customer and later ISCA for operation supports; and later obtain a sign-off from customer to mark delivery completion.

• Coordinates and implements internal or external delivery and operation for network infra including but not limited to L2/L3 networking, Internet connections, firewalls and cloud-based networking.

• Supports, assists and/or leads an engineering, design or isolation when necessary.

• Identifies, isolates and troubleshoots to resolve any hardware or software related problems.

• Conducts research and case studies on new technologies and solutions.

• Contributes to all stages of the service delivery and implementation (including planning, scoping, detailed designing, scheduling, resources planning against pre-defined deliverables).

• Ensures consistent and reliable service delivery approach in minimizing risk and cost associated with implementation.

• Facilitates technical design workshops, and pre-defined scope in order to integrate all factory products into an integrated solution.

• Implements and project manages the technical solution from inception to installation.

• Resolves client issues (services / product update or maintenance) via onsite or off site and providing support with projects and/or roll outs.

• Work closely with clients to address and solve technology issues, through utilization of the technical resources available.

• Ensure technical issues are resolved to guaranteeing client satisfaction.

• Ensure that the technical delivery of all services meets quality, scope and service level requirements.

• Ensure that all changes and other customer service requests are fulfilled timely and correctly.

• Leads problem resolution efforts and post-incident reviews.

Knowledge and Attributes:

• Must be able to be on 24x7 onsite standby rotation.

• Advanced knowledge and understanding of grand design criteria.

• Advanced knowledge of product and/or solution specifications, the detailed design framework and checklist.

• Excellent communicate skills, both verbal and written.

• Ability to plan activities and projects well in advance and take into account possible changing circumstances.

• Ability to maintain a positive outlook at work.

• Ability to work well in a pressurized environment.

• Ability to work hard and put in longer hours when it is necessary.

• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting.

• Ability to adapt to changing circumstances.

• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications:

• Bachelorxe2x80x99s degree or equivalent relevant in Information Technology or Computing or a related field.

• Relevant ITIL certification preferred.

Required Experience:

• Advanced experience required in network/ security/ systems/ storage administration and Monitoring Services within a medium to large ICT organization.

• Advanced experience in management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (such as, Network, Storage, Security etc.).

EA License No.: 96C4864Reg. No.: R22110485

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