NOC (Network Operation Centre) Lead - Singapore - ERP21 PTE LTD

Description

Overview of Role

The candidate is required to manage and lead:

• a team of NOC engineers in handling L1/L2 support which includes monitoring, ticketing and escalation, server patching, troubleshooting and handling service request.
• a team of Facility Administrators that supports and operates a secured network environment, and
• a team of DC (Data Centre) Operators that are deployed at customer's Data Centre.

The DC Operator monitors operations within the data centre. He/She responds to common data centre infrastructure faults. He/She raises issues to data centre engineers and operations managers, based on incident management procedures.

Responsibilities

• Manage 24x7 operations and personnel.
• Optimally plan and deploy shift roster. Ensure staffing is maintained and meet operational devilerables.
• Participate in audits.
• Keep processes and procedures updated.
• Identify areas for process and efficiency improvement.
• Provides leadership and coordination on projects assigned.
• Train, mentor and develop staff to ensure successful performance.
• Train and orientate new joiners and supervision of day-to-day operations as part of BAU.
• Support initiative for automation & enhancement.
• Ensure staff follows procedures to communicate, report, and escalate incidents according to Standard Operating Procedures and escalation matrix.
• Liaise between two or more parties/teams to communicate and coordinate activities (eg. power maintainence, workstation maintainence, access, connectivity issues).
• Any other tasks as assigned by the management.
• 5-day work week. May have to stand-in shift duty (including public holidays) under unforseen circumstances.

NOC Related

• Manage the troubleshooting of major issues with NOC monitoring tools.
• Manage onboarding of infrastructure devices to monitoring service.
• Assign and manage the workloads of shift personnel.
• Continuously improve and develop systems to proactively monitor the infrastructure being managed.
• Generate key reports for management including but not limited to; system availability, service level agreements, ticket resolution and customer issues.

Facilities Admin Related

• Ensure communication to customers are accurate.
• Ensure secured network facilities are available and ready for customer's use

DC Operator Related

• Develop an understanding of cross-functional processes to support partnerships with internal and external stakeholders.
• Comply with security and data management procedures and policies.
• Maintain a strong client focus to understand the impact of their work when completing tickets and assigned tasks.
• Complete assigned tickets efficiently and in alignment with Key Performance Indicators (KPIs) while meeting established Service Level Agreements (SLAs).

Requirements

• Diploma and above. Appropriate qualification in computing and networking related disciplines preferred.
• Able to work independently with minimal supervision.
• Effective communication and interpersonal skills
• Attention to details, excellent team player and able to multi-task in a fast-paced work environment.
• Strong network troubleshooting, process workflow and communication skills are a requirement.
• Knowledge in data centre facility operations is an advantage.
• At least 2 years of supervisory experiences in a 24x7 shift environment is an advantage.
• Certification in ITIL 4 is an advantage.