- Expert Troubleshooting: Monitor work queues and personally intervene in highly sophisticated or technical tickets that exceed standard engineering capabilities.
- Incident Resolution: Act independently to resolve escalated incidents and requests within strict SLAs, utilizing advanced diagnostic procedures and analytical practices.
- Emergency Response: Serve as the primary emergency contact for critical, business-impacting issues, ensuring 24/7 operational readiness.
- Standardized Operations: Apply Standardized Service Management Service Operations (SMSO) to ensure consistent delivery of managed services.
- Shift Governance: Manage the shift handover process to ensure critical open tickets and upcoming operational tasks are seamlessly transitioned.
- Quality Auditing: Perform rigorous quality audits covering processes, service experience, and ticket update accuracy to maintain high standards.
- Continuous Improvement: Partner with automation teams to identify and implement routine task optimization, reducing manual effort and improving efficiency.
- Coaching & Mentoring: Offer technical expertise to teams, actively 'pushing work down' to junior engineers to foster their growth and optimize resource allocation.
- Knowledge Transfer: Document complex issue resolutions and share insights across the organization to build a resilient knowledge base.
- Talent Development: Implement training initiatives for direct reports and guide the team through transformational business objectives.
- Performance Analysis: Constantly measure and analyze the team's delivery capabilities to ensure peak performance.
- Client Centricity: Engage directly with clients for technical operations, ensuring business objectives are met and service outcomes are exceeded.
- Management Reporting: Ensure timely escalation of critical tickets to senior management with comprehensive, regular updates.
- Collaboration: Work across diverse cultures and social groups, collaborating with internal stakeholders and external clients to drive business continuance.
- Leadership: Strong organizational and team management skills with a focus on delegation and prioritization.
- Communication: Excellent verbal and written skills, with the ability to translate complex technical issues into business impact for stakeholders.
- Financial Acumen: A seasoned understanding of budgets and cost management within an operations context.
- Resilience: Ability to remain focused and effective in high-pressure environments and adapt quickly to changing circumstances.
- Transformation Mindset: Ability to guide teams through organizational change and transformational objectives.
- Education: Bachelor's degree (or equivalent) in Information Technology, Computer Science, or a related field.
- Certification: ITIL Certification is highly desirable.
- Experience:
- Solid experience coaching/mentoring engineering teams within an IT services organization.
- Demonstrated success implementing Continual Service Improvement (CSI) through automation and process enhancement.
- Proven experience in Organizational Change Management.
- Deep domain expertise across: Network, Cloud, Security, Data Center, and Collaboration/Customer Experience.
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IT Infrastructure Operations Manager - Singapore - Infinite Computer Solutions Pte Ltd
Description
Role Overview
The IT Infrastructure Operations Manager is a developing subject matter executive accountable for high-level service delivery within a specific region or function. This role acts as a bridge between technical excellence and business continuity, ensuring that clients' IT ecosystems remain robust, secure, and operational. You will lead a team of engineers to deliver contracted outcomes, driving client satisfaction through disciplined service management and innovative automation.
Key Responsibilities
1. Advanced Technical Escalation & Support
2. Service Delivery & Operational Excellence
3. Team Leadership & Knowledge Management
4. Stakeholder & Client Engagement
Required Knowledge & Attributes
Qualifications & Experience
EA License # 14C6941
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Assistant Operations Manager/Operations Manager
Coliwoo- Singapore
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Operations Manager
Only for registered members Singapore
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Operations Manager
Only for registered members Singapore
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Operations Manager
Only for registered members Singapore
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Operations Manager
Only for registered members Singapore
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Operations Manager
Only for registered members Singapore
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Manager (Operations)
Only for registered members Singapore
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Operations Manager
Only for registered members Singapore
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IT Operation Manager
Only for registered members Singapore
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Manager Operations Management
Full time Only for registered members Singapore
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Operations Manager
Only for registered members Singapore
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Operations Manager
Only for registered members Singapore
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Operations Manager
OTHER Only for registered members Singapore
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Operations Manager
Only for registered members Singapore
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Operations Manager
Only for registered members Singapore
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Operations Manager
Only for registered members Singapore
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Operation Manager
Only for registered members Singapore
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Operations Manager
Only for registered members Singapore
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Operations Manager
Only for registered members Singapore
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Operations Manager
Only for registered members Singapore
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Operations Manager
Only for registered members Singapore
