Job Description

Key Roles and Responsibilities:

• Proactively monitor and drive service delivery to clients
• Manage client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers
• Work with client advocacy teams to evaluate regional client reviews to ensure proactive incident management at client sites
• Ensure that the standard client information repository related to technology, operations manuals, etc is current and accurate
• Create and maintain a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model
• Run the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to our clients.
• Provide operational support and continuous service improvement post client handover from TS (or other) teams
• Plan and implement training and development initiatives for direct reports
• Review training requirements for service operations teams
• Engage with clients for technical operations as part of routine operations
• Plan and implement key service improvement priorities based on a continual service improvement approach
• Feed continual service improvement priorities into the automation team
• Lead the team in the implementation of strategic initiatives
• Measure, analyse and improve team\'s delivery capabilities
• Ensure that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved
• Responsible for the day to day running of operations in line with the performance established by the business
• Ensure maximum uptime and the accurate and early response to client operational issues
• Responsible for resource planning and work allocation to meet agreed service levels
• Identify opportunities for continuous service improvement
• Engage with clients for technical operations as part of routine operations

Knowledge, Skills and Attributes:

• Have eight(8) years of working experience in the Information Technology (IT) field, especially in the area of network planning, implementation, operation and management
• Have at least three(3) years of experience in leading a team of network engineers
• Have good working knowledge managing enterprise network, such as Routing & Switching, Cisco ACI, Firewalls(Palo Alto, Checkpoint and Fortigate) and F5 products(LTM, GTM and ASM)
• In depth knowledge of best practices around management, control, and monitoring of network infrastructure
• Excellent organisational and team leadership skills
• Excellent communication skills - both verbal and written
• Ability to collaborate with internal stakeholders and external clients
• Strong leadership skills including effective time management, prioritisation and delegation of work
• Excellent focus on client centricity
• Highly focused on business outcomes
• Ability to communicate and work across different cultures and social groups
• Ability to work well in a pressurised environment
• Ability to adapt to changing circumstances

Academic Qualifications and Certifications:

• Typically requires substantial related experience with a Bachelor\'s or equivalent degree; or extensive experience
• CCNA / CCNP / CCIE certificates would be added advantages
• ITIL certification
• Relevant technical certifications

Required Experience:

• Substantial experience in coaching and mentoring teams on a daily basis
• Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)
• Demonstrated experience in organisational change management (transformational experience)
• Substantial experience in the management of people, process and technology
• Relevant experience in various networking technologies and Data Centre

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Additional Information

Career Level

Not Specified

Qualification

Not Specified

Job Type

Full-Time

Job Specializations

,

Company Overview

A leap to the world of discovery NTT Singapore invites you to join us to discover the world of Information Communications Technology (ICT). NTT Communications Corporation (NTT Com), a well known icon in Japan, provides ICT solutions worldwide with dedicated professionals stationed in 21 countries.

NTT Singapore Pte Ltd (NTTS) is the regional headquarters of NTT Communications Corporation (NTT Com) for Asia Pacific Region. Established in 1997, NTT Singapore has more than 10 years of expertise in providing information and communications technology (ICT) solutions worldwide.

NTT Singapore offers diverse high-quality connectivity, data centre solutions, security services, IT management services, voice and conferencing solutions and solution integration services to its enterprise customers.

NTT Communications is a wholly owned subsidiary of Nippon Telegraph and Telephone Corporation (NTT Corp.), one of the world\'s largest providers of telecommunications services.

In 2013, NTT Corp. is ranked no.1 in telecom industry in the Fortune Global 500* list. It is positioned 32nd among the top 500 corporations worldwide.

Additional Company Information

Registration No.

199701382M

EA No.

21S0759

Company Size

51 - 200 Employees

Industry

Computer / Information Technology (Software)

Benefits & Others

Medical, Regular hours, Mondays - Fridays, Business (e.g. Shirts)

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