Responsibilities:

• Ensure adherence to established processes and procedures.
• Lead complex troubleshooting and root cause analysis for network, system, and infrastructure issues.
• Manage infrastructure delivery across AWS, on-premises, VMware, and hyper-converged environments, ensuring SLA compliance and customer satisfaction.
• Oversee daily operations, including incident, change, and problem management.
• Utilize monitoring tools (e.g., eG, ManageEngine, SolarWinds, AWS Monitor) for real-time operational visibility.
• Support OT/IT infrastructure projects by contributing to planning, budgeting, resource allocation, and risk management aligned with Industry 4.0, WOG, and IM8 standards.
• Develop ITSM processes and establish IT Service Desk operations based on ITIL best practices.
• Plan and implement Day-2 operations (e.g., engineering schedules, annual activity calendars, PM, patch management, audits).
• Conduct regular service reviews with clients, delivering performance insights and addressing evolving needs.
• Manage infrastructure capacity and resource planning to ensure optimal performance.
• Collaborate with cybersecurity teams to maintain security controls and proactively resolve vulnerabilities.
• Maintain comprehensive service reports (SLAs, KPIs, incidents) and documentation.
• Manage operational CAPEX/OPEX, including asset tracking (CMDB), license renewals, hardware maintenance, and vendor contracts.
• Provide regular account updates and reports to clients.
• Conduct periodic SLA and KPI reviews to ensure service alignment with customer expectations.
• Coordinate with vendors, client technical teams, and interfacing systems to ensure seamless BAU operations.

Requirements:

• Diploma or higher in IT, Software, or Engineering disciplines.
• Minimum 12 years of experience in IT service delivery, project/program management, and vendor/client management.
• ITIL v3 and v4 certified.
• Preferably experienced in OT systems (e.g., facial recognition, access control).
• Hands-on and willing to troubleshoot on-site as needed.
• Experience working with government agencies and familiarity with IM8, GCC, and WOG frameworks is a plus.
• Strong knowledge in networking, servers, virtualization, and cloud infrastructure.
• Proficient in monitoring tools, ITSM platforms, and disaster recovery planning.
• Skilled in vendor and contract management.
• Excellent communication skills, a fast learner, and a collaborative team player.

Your recruiter for this job:

📱 WhatsApp Chally @ 6304 8675 for a quicker response

🔗 Connect with me on LinkedIn: https://www.linkedin.com/in/cadeguino/

📧 Chally | [email protected]

Talentsis Pte Ltd | EA No: 20C0312