Manager, IT Workplace Services
Singtel
Singapore, Singapore
32d ago

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.

Responsibility :

  • 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
  • Outsourced Management
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