Data Centre Service Delivery, IT Infrastructure

Great Eastern; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading financial services provider in Kuala Lumpur seeks an experienced professional for managing day-to-day data centre service delivery. The role involves ensuring service level agreement compliance, monitoring system health, and leading cross-functional teams. Candidates should have a Bachelor's degree in Computer Science or related field, five years of relevant experience, and strong leadership skills. This position offers opportunities to work with virtual teams across the region.

Qualifications

• Minimum 5 years' experience in data centre service delivery or IT systems implementation.
• Experience managing cross-functional project teams.
• Strong knowledge of data centre management tools.

Responsibilities

• Manage day-to-day data centre service delivery.
• Ensure service level agreement compliance.
• Monitor system health and performance.

Skills

Leadership and influencing skills

Technical understanding of data centre components

Excellent communication skills

Analytical abilities

Team player

Education

Bachelor’s degree in Computer Science / IT or Diploma with Professional Certifications

Tools

Monitoring and alerting solutions

Patching for Platforms, Databases and Middleware

Job description

Manage day to day data centre service delivery with oversight on e2P deliveries

Manage the service providers SLA in terms of Service Requests

Ensure the Service Provider related issues are ironed out and handled promptly

Service Delivery Meeting (“SDM”) is performed once a month to provide oversight on

Monitoring of service level performance in accordance with contractual requirements.

Plan the periodic patches with the various platform teams

Responsible for reporting and running of various meeting with the Service Delivery

Monitor the health of systems or platform solutions

Analysis of data centre infrastructure components and capacity planning for future projects/growth.

Billing Management for the outsourced services

Plan for application of patches, firmware, upgrades and bug fixes necessary to maintain the safe and reliable operations of the systems and platform solutions

Facilitating meetings with various technical teams as well as third party vendors with the date centre service provider

Work with the infrastructure teams to ensure 100% system uptime and availability

Manage and execute system/application installation, patching, rollouts, releases and upgrades

Adhere to GEL operation processes and procedures, aligned to the GEL group’s processes and standards, (ITMP, ITSS, TSS and etc)

Manage and maintain the service provider’s ability to meet SLA at all times

Strong Leadership and influencing skills in engaging the service provider and stakeholders

Regularly review the service provider’s compliance to policies

Analyse and execute improvement plans

Prompt identification and resolution of service delivery issues including implementation of preventive measures

Lead the Annual Review exercise for the outsourced service provider

Lead in audit sessions pertaining to the service provider with both Great Eastern’s and OCBC’s auditors as needed.

Work with vendors, partners and service providers to maintain SLA, resolve issues and assess root cause for remediation

Participate in planning exercises for Data Centre related matters

Ability to function independently with minimum supervision

Self-driven with a positive attitude to champion for culture change management initiatives within IT and with interfacing Business stakeholders

Strong initiative and leadership

Ability to motivate and enthuse mixed teams to ensure Service delivery and maximise the customer’s experience.

Ability to work with virtual teams from Indonesia, Malaysia and Singapore.

Our Requirements

• A Bachelor’s degree in Computer Science / IT or Diploma with Professional Certifications.
• At least 5 years relevant experience successfully managing data centre service delivery or platform solutions or IT systems implementation and integration.
• Experience working with multiple infrastructure teams, project teams (business, IT application and infrastructure teams).
• Excellent knowledge of various devices, brands and toolsets related to data centre management and patching.
• Strong technical understanding of:
• Data centre facilities and components
• Service Delivery methodologies
• Monitoring and alerting solutions
• Patching for Platforms, Databases and Middleware
• Ability to understand business processes and financial functions a plus
• Strong oral and technical documentation skills
• Experience with leading performance, stress and capacity testing is a plus.
• Analytical and intuitive to recognize non-performing solutions for remediation
• Excellent communicator with strong influencing skill set and able to manage conflicts
• Team player who can lead in brainstorm session with peers to problem solve and make decisions
• Able to function independently with minimum supervision
• Self-driven with a positive attitude to champion for culture change management initiatives within IT and with interfacing Business stakeholders
• Strong initiative and leadership
• Ability to motivate and enthuse mixed teams to ensure Service delivery and maximise the customer’s experience.
• Ability to work with virtual teams from Indonesia, Malaysia and Singapore.