· Act as Incident Manager during Sev 1 and 2 outages
· Perform weekly and monthly reporting to the customer
· Track KPI/SLA performance against actuals
· Act as an escalation point of contact for Server Operations, Database support, Desktop and service desk
· Located onsite to interface and manage the customer
 · Required to be hands-on if need be
· Manage a team of approximately 10
· Implement Service Improvement plans where required to close gaps and improve services
· Minimum 2yrs experience in managing a team
· Experience in a high pressure environment
· Track and reduce aging tickets and backlog
· Technical experience in VMware would be preferred though not essential
 
The environment is as follows:
· Database Support
SQL and Oracle
 · Server Operations
250 servers, approximately 90% on VMware
 
· Desktop Support
Approx 500 users
· Service Desk support
24x7 support

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Country: Singapore
Employment Type: Full time
Salary: Open