Infra Services Lead (Cluster Office)

SYNAPXE PTE. LTD.; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A leading IT service management firm in Singapore is seeking an experienced IT Manager to oversee incident management and ensure optimal IT service delivery. The role involves liaising with stakeholders, managing a small engineering team, and reviewing IT health reports. Candidates should have a degree in Computer Science or Engineering and at least 7 years of relevant experience. Familiarity with ITSM tools and budget management is essential. This is a critical role within an agile and dynamic environment.

Qualifications

• Minimum 7 years' experience in IT related field.
• Experience managing a small team of engineers.
• Able to manage multiple projects under priority conditions.

Responsibilities

• Serve as POC to GCIO and manage IT incidents.
• Review cluster's IT Health reports and develop action plans.
• Liaison for Service Ops and day-to-day changes.
• Manage infrastructure team assignments and SLA reporting.

Skills

ITSM process/tools

costing & budgeting

SLA reporting

Incident management

Stakeholder management

Vendor management

Access Management

Software Distribution Management

Education

Diploma/Degree in related field (Computer Science, Computer Engineering)

Job description

Roles and Responsibilities

During IT Incidents

• Serves as POC to GCIO, users and cluster management
• Team with IPM team to restore service as soon as possible
• Work with GCIO on crisis management
• Perform Root Cause Analysis together with the involved parties

Daily BAU

• Review and analyse cluster's IT Health status reports and develop plan of action
• Responsible for timely reports of SLAs and operational KPIs
• Liaison to support Service Ops, day-to-day ground changes and requests in end-user computing needs
• Support GCIO, Institution Directors/Leads and collaborate with infrastructural Services for IT workplan

General

• Reports directly to GCIO
• Work as a team with Service Ops Director
• Cost / budgeting for new YR
• handle operational issues/escalation
• develop paper for purchasing of services/hardware
• liaise with entities finance / procurement for budget, billing, procurement matters
• able to work in an environment where request are adhoc basis (but with prioritization)
• familiar with ITSM processess/tools i.e. ServiceNow, Bigfix
• Manage infra-structure teams work assignments under his care
• SLA reporting and stakeholders management

Requirements / Qualifications

• Diploma/Degree in related field of studies, i.e. Computer Science, Computer Engineering
• Minimum 7 years' experience in IT related field
• have experience managing a small team of engineers (BAU)
• Able to work under conditions where demands are adhoc but with priority
• Able to manage multiple projects
• Experience in processing of award papers for purchase of hardware and services for MOHH. Includes seeking approvals with various C-levels for the award paper, verifying with finance on sufficient budget, liaising with procurement of PO issuance until delivery of the hardware/services

Familiar and have hands on experience with

• ITSM process/tools
• costing & budgeting, SLA reporting
• Incident / problem mgmt
• Change process
• Stakeholder and vendor management
• IT Helpdesk process/procedures
• Access Management
• Software Distribution Management