Assistant Director, TechOps

Company Brief

SPTel - a Joint Venture between ST Engineering and Singapore Power Group to deliver true network diversity and agility for a Smart Nation.

Offering high-value products and innovative services, SPTel plays an important role to enterprises accelerate their digital journey. We aim to improve the way people, places, and things connect with each other by providing network infrastructure, enabling technologies, and building ecosystems.

With our fibre network topology built alongside the power network cables, SPTel provides a differentiated design and diverse network solution for discerning organizations and mission-critical businesses.

Job Brief:

When it comes to reliability and security of the network, SPTel offers no compromise. Our network is monitored 24/7 by an Integrated Operations Centre and supported by a technically competent Technical Operations team (TechOps) that is well-versed in the various domains of IP & Transport, InfoSecurity, IoT & Cloud Ops, and Network Management & Support Tools.

The candidate should possess strong leadership with resolution and technical problem identification skills and be passionate about solving customer issues by putting the ‘Customer First’.

He/She is required to manage and lead the TechOps team in supporting proactive Change Management of the active infrastructure, Incident and Problem Management from all incoming escalations, and provide a great service experience in the recovery of customer services in the shortest possible time.

Candidate must also apply urgency and quick response to any network anomaly in the operation. He/She is to build trust and confidence with customers through quick restoration of services.

Responsibilities:

1. Lead and manage a team of engineers in the TechOps team.
2. Manage Incident Management and Problem Management Process and Escalation to meet SLA.
3. Be contactable 24 x 7 as an escalation contact.
4. Perform trending analysis and identify gap areas with recommendations for Change Requests raised or implemented by TechOps, where applicable.
5. Conduct Incident Review & Improvement, including strategies for improvement of the active network and driving down fault cases.
6. Manage vendor relationships for fault tickets and maintenance.
7. Budget and forecast Department expenditures.

Role Requirements:

1. Candidates with at least 7 - 10 years of leadership and technical support experience in a Telco Technical Tier 3 environment are preferred.
2. Knowledge of Fibre, Carrier IP, and Transport Networks providing Metro-E, IPVPN, DWDM, IoT, Private Cloud, and cyber-security services.
3. Forward-thinking on technology, keeping current with best practices and industry trends.
4. Good understanding of Public and Hybrid Cloud configuration, diversity across platforms.
5. Strong understanding of networking technologies (routers, switches, TCP/IP).
6. Experience with different platform technologies (Windows, Linux, VMware, MacOS).
7. Experience with security technologies (IDS, IPS, FW, AV, Proxies, DLP, PKI, SSL/TLS, SSL visibility, VPN).
8. Good analytical skills with experience in various OSS platforms and Network Management System (NMS).
9. Good communication skills with a pleasant personality and experience in customer service.