To be service owner of assigned IT Workplace services.
To lead a team of service engineers and be accountable and responsible for the end-to-end delivery of relevant IT Workplace services in Singtel.
Accountable and responsible for the performance, availability and service level of the various IT Workplace services including Email, Lync, Active Directory, File and Print Services, Internet access, Anti-
Virus, VPN, Full Disk Encryption and management of endpoints (PC, Mac and Mobile).
Endpoints Management including Standard Operating Environment, packaging and delivery of software, and security.
Lead a team of service specialists that supports the various IT Workplace services
Manage Outsourced partner that provides L2 support escalated from IT Service Desk
Ensure 24x7 availability of the relevant IT Workplace Services. Interface and communicate with users during incidents, perform troubleshooting and root-
cause analysis, resolve the problems when faults are encountered
Work with project and engineering team in the implementation of new IT Workplace services and transition to operations.
Monthly performance and SLA reviews with Outsource vendors to ensure performance of IT Workplace services
Conflict management between end users and outsourced vendors.
Analyze performance of relevant IT Workplace services. Identify problem areas, devise and deliver solutions to enhance quality of service and to prevent future problems.
Negotiation and renewal of maintenance contracts for systems / technologies that delivers the relevant IT Workplace services.
Provide capital plan input and recommendations, and the development of infrastructure cost estimates.
Review existing best practices, processes and security policies for systems / infrastructure supporting the relevant services and introduce preventative or optimized measures to improve services quality and resiliency.
Establish and maintain relevant IT Workplace service catalogue with request guides, service levels and associated costs of service.
Required Skills :
Degree in Engineering or IT
8 10 years working experience
6 years EUT related in a big enterprise (>
1000 staff) with multi-location.
Microsoft Windows Servers,
Microsoft Technologies include Active Directory, Exchange, Lync, SCCM and File services
Management of Microsoft Windows, iOS and Android clients
TCP / IP, SMTP, HTTP, troubleshooting