IT Infrastructure Manager

Starbucks Singapore; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A global coffeehouse chain based in Singapore is seeking a Lead Systems Engineer to provide 24/7 global support for critical systems and lead projects that influence business process improvements. The ideal candidate has over 7 years of experience in system engineering, strong communication skills, and is capable of defining technology roadmaps. This role offers a dynamic work environment with opportunities for mentorship and technical leadership.

Qualifications

• 7+ years of relevant experience in system/network/security areas.
• Capable of defining a technology roadmap and influencing product roadmaps for vendors.
• Provides technical leadership and serves as a mentor to junior members.

Responsibilities

• Provides 24/7 global support of critical systems.
• Works on projects that include process components and not just IT systems.
• Leads eliciting & documenting requirements from all stakeholder communities.

Skills

Expert technical acumen in domain(s) as Lead Systems Engineer

Strong oral and written communication skills

Ability to balance multiple priorities

Job description

Key Responsibilities

Production Support

End User Support:

• As needed, provides 24*7 global support of critical systems in a rotating On-Call environment Consults on investigation of root cause analysis for some Critical, or Repeat incidents
• May engage with vendors where needed on complex incidents within the domain

Create and Maintain Systems Documentation:

• Provides consult in crafting user guides/job aides and facilities training of the other members of the team

Systems Lifecycle Management:

• Provides guidance on bug fixes or critical updates that need to be applied urgently and assists in coordination and implementation of such updates

Create, Maintain and Report KPIs:

• Assesses reporting gathered by the team and looks to trends that could lead to large corrections, updates or new POCs being brought in to help unfavorable KPIs.

Collaboration with other technical service teams to manage, maintain, and resolve complex IT services:

• For Critical or more complex issues, participates in collaboration with peers to resolve cross -domain infrastructure issues

Technical Service Ownership:

• For Critical or more complex issues, acts as an escalation point on troubleshooting performance issues and outages, and proactive problem identification and remediation

Solution Design

Enterprise solution definition:

• Works on projects that include process components and not just IT systems.
• Able to translate business requirements into technology solutions
• Ability to influence others to collaborate towards a single design

Solution Implementation:

• Resource for implementing agreed upon design in alignment with business or app needs
• Ensures documentation of test and contingency plans as needed for implementation
• Outlines support and sustainment model for service(s) being implemented

Technical Design:

• Includes detailed technical design components needed for implementation
• Defines documentation of design in alignment with requirements gathered (this can be everything from an app flow to physical design...and everything in between)
• Leads the identification of new services needed (if necessary) to fulfill design and depict rationale for unique use case, POC for validation, etc.

Requirements Elicitation:

• Leads eliciting & documenting requirements from all stakeholder communities (business & IT)
• As necessary, translating into a service catalog design components, financial estimates and schedules

Iterative Solution Design/Prototyping:

• As requirements may change, support need in alignment with standard design and implementation patterns
• Initiates POCs with vendors on solutions that are spawned based on new needs (business, app or tech stack initiated)
• Provides technical expertise outside of primary domain and works closely with technical architects as a SME on designs for new innovations
• Helps to outline support and sustainment model for service(s) being implemented
• Provide guidance on implementation through the lens of Operational Sustainability

Requirements:

• 7+ years of relevant experience in system/network/security areas.
• Knowledge, Skills and Abilities
• Expert technical acumen in domain(s) as Lead Systems Engineer
• Ability to lead POC efforts in support of organization Technology needs
• Capable of defining a technology roadmap and influencing product roadmaps for vendors
• Familiarity of business process design and ability to propose process improvement initiatives.
• Ability to use knowledge, sound judgment, and resourcefulness to support the design and deployment of global technology solutions
• Strong oral and written communication skills enabling the persuasive presentation of proposed solutions
• Building on foundational skills to automate annual processes and growing technical acumen in role
• Ability to balance multiple priorities and meet deadlines
• Provides technical leadership and serve as a mentor to junior members.