IT Operations and Support Manager - Singapore - ST LUKE'S ELDERCARE LTD.

ST LUKE'S ELDERCARE LTD.

Verified Company

Singapore

3 weeks ago

Posted by:

Wei Jie

beBee Recruiter

Description

As an IT Operations & Support Manager, you will be responsible for ensuring the seamless operation of the company's technology infrastructure and for managing the implementation of new systems and services.

You will focus on strategic and policy development aspect that will have medium term plan consequences on the operation, along with overseeing incident resolutions for IT helpdesk and systems support.

Responsibilities:

Formulate strategy for service level agreements (SLAs) and improvements

Be accountable for the high availability of systems with defined SLA.
Able to diagnose and understand the underlying drivers of performance gaps.
Develop plans to deliver IT operations and helpdesk support systems.
Develop service level agreement key performance indicators (KPIs) and dashboards.
Determine corrective actions to address noncompliance with SLAs and KPIs.

Manage and optimise IT operations (helpdesk) and support performance

Able to manage the IT helpdesk and support function.
Able to carry out the helpdesk and change management in accordance with SLEC policies.
Able to exercise cyber security best practices.
Establish priorities for IT operations and support activities, initiatives, and incident resolutions.
Recommend enhancements to improve system availability and performance.
Work closely with vendors and facilities to manage installations, Change Requests (CRs) and support queries from users.
Ensure good cybersecurity measures, reliability, and availability of systems through vendor management.

Oversee incident resolution and business continuity plans

Drive and oversee the resolution of operations and support centre incidents.
Oversee disaster recovery plan drills and activities to determine if technical criteria are met.
Able to guide and lead the support team, along with addressing issues when they arise.
To lead in the business continuity workspace recover tests for information technology.

Oversee network infrastructure operations

Manage infrastructure operations activities and installation of infrastructure

systems.

Lead infrastructure operations project planning and requirements phases.
Increase organisation network availability and uptime.
Manage and govern IT service providers and vendors to ensure complete IT enablement and service delivery to users across departments and functions.
Perform ongoing tuning and optimisation of infrastructure hardware and software components such as updates and upgrades.
Oversee updates on issues to ensure resolution.
Monitor servicelevel objectives to ensure that requirements are met or exceeded.
Analyse network security and its current infrastructure to assess areas needing improvement and develop solutions.
Drive adoption of key tools and processes to effectively deliver IT network monitoring and support.

IT Administration

Manage and monitor IT budget, procurement and utilisation relating to hardware, software, and peripherals.
Manage IT claims/ funding from MOH/ AIC.
Maintain updated and complete set of technical documentation and network diagrams, user guides, SOPs and IT inventory.

Job Requirements:

Fresh Degree graduate or Diploma with 5 years relevant experience.

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Experience with:

Cloud infrastructure and services
PC and network troubleshooting
Administration and management of servers, storage, networking and appliances, virtualization, mobility and remote access services, LAN, VLAN, WAN, VPN
Mobile Device Management
Administrating Microsoft technologies: Windows Server, Active Directory, Exchange online, SharePoint online, Intune, Office 365 features and services
Systems/Applications software patching/update management
Strong analytical skills and ability to work independently.
Good timemanagement skills and the ability to work under pressure.
Comfortable learning new technologies as needed for new solutions.
Proactive, resourceful, and willing to learn and take on responsibilities.
Must be willing and able to travel across Singapore to support remote sites when required.