Assistant Director, TechOps

SPTel Pte Ltd; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

A leading telecommunications company in Singapore is seeking a TechOps Team Lead to manage a technical operations team. The ideal candidate will have extensive experience in leadership and technical support within a Telco environment, focusing on incident management, troubleshooting, and customer satisfaction.

Qualifications

• 7-10 years in Telco Tier 3 technical support preferred.
• Strong knowledge of Fibre and IP networks.
• Understanding of security technologies and cloud configurations.

Responsibilities

• Lead and manage a TechOps team.
• Handle Incident and Problem Management processes.
• Provide vendor management for fault tickets.

Skills

Leadership

Technical Problem Identification

Customer Service

Analytical Skills

Communication Skills

Tools

Cisco Routers

Switches

Windows

Linux

VMware

MacOS

IDS/IPS

Firewalls

VPN

Job description

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 Briefs:

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 passionate in solving customer’s issue 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 escalation or technical escalations and provide great service experience in recovery of customer services in the shortest possible time.

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

Responsibilities:

• Lead and manages a team of engineers in the TechOps team.

• Manage Incident Management and Problem Management Process and Escalation to meet SLA.

• To be contactable 24 x 7 as an escalation contact.

• Trending analysis and identify gap areas with recommendation for Change Requests raised or implemented by TechOps, where applicable.

• Incident Review & Improvement, including strategies in improvement of the active network and driving down fault cases.

• Vendor management for fault tickets and maintenance.

• Budget and forecast Department expenditures.

Role Requirements:

• Candidates with at least 7 - 10 years of leadership and technical support experience in a Telco Technical Tier 3 environment is preferred.

• Knowledge of Fibre, Carrier IP and Transport Networks providing Metro-E, IPVPN, DWDM, IoT, Private Cloud and cyber-security services.

• Forward thinking on technology, keeping current with best practices and industry trend.

• Good understanding of Public, Hybrid Cloud configuration, diversity across platforms.

• Strong understanding of networking technologies (routers, switches, TCP/IP)

• Experience with different platform technologies (Windows, Linux, VMware, MacOS)

• Experience with security technologies (IDS, IPS, FW, AV, Proxies, DLP, PKI, SSL/TLS, SSL visibility, VPN)

• Good analytical skills with experience of various OSS platforms and Network Management System (NMS).

• Good communications skill with pleasant personality and experience in customer service.