Data Centre Service Delivery, IT Infrastructure

Great Eastern; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Great Eastern Malaysia is seeking an experienced Data Centre Service Delivery Manager to oversee day-to-day data centre operations, manage service provider SLAs, coordinate patching and upgrades, and ensure 100% uptime. You will lead monthly SDMs, engage multiple infrastructure teams, and drive performance, capacity planning, and remediation of issues with vendors and partners.

The ideal candidate holds a Bachelor's degree in CS/IT or diploma with professional certs, with 5+ years' data centre

Qualifications

• Bachelor’s degree in Computer Science / IT or diploma with professional certifications.
• At least 5 years of experience managing data centre service delivery.
• Experience coordinating with multiple infrastructure and project teams.
• Strong knowledge of data centre facilities and patching.
• Excellent communication and documentation skills.

Responsibilities

• Manage day-to-day data centre service delivery with oversight on e2P deliveries.
• Oversee service provider SLAs and prompt resolution of issues.
• Lead Service Delivery Meetings (SDM) monthly.
• Monitor service level performance per contract.
• Plan periodic patches with platform teams.
• Report and run meetings with the service delivery function.
• Ensure 100% system uptime and availability with vendors.
• Lead data centre related planning and audits with Great Eastern and OCBC.
• Drive capacity planning and remediation initiatives.

Skills

Data centre management

Service delivery leadership

Vendor management

Patch management

Capacity planning

Monitoring & alerting

Stakeholder management

Education

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

Tools

Monitoring tools

Patch management tools

Job description

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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

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.