Lead, Data Centre Service Assurance

HR Exchange Pte Ltd.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

An IT services company in Singapore is seeking a skilled professional to assist in leading operations and customer support process automation. The ideal candidate will have over 5 years of experience in data center services and a strong understanding of IT software development. Responsibilities include enhancing internal operations portals and ensuring customer service deliverables are met. Relevant certifications such as ITIL and programming experience are advantageous. A proactive approach to vendor management and process optimization is essential.

Qualifications

• Diploma or Degree in related IT / Engineering courses.
• At least 5 years of relevant work experience in data centre services or operations.
• Good to have knowledge in DC facilities related systems.

Responsibilities

• Assist Manager in driving operations and customer support process automation.
• Work with ITSM software vendor to enhance process automation.
• Lead admin/customer portal improvement initiatives.

Skills

Customer centric soft skills

IT software development lifecycle knowledge

Vendor management

Process automation

Education

Diploma or Degree in IT / Engineering

Tools

ITIL certification

SharePoint

Uptime Institute Tier III standards

Job description

Responsibilities

• Assist Manager in driving operations and customer support process automation initiatives. Work with identified ITSM software vendor to implement process automation software enhancements on internal operations support ITSM portal and external customer service portal.
• Ensures that customer service levels and deliverables as per MSA commitments by working closely with internal stakeholders to meet customers’ SLA.
• Assists the Manager in delivering excellent DC services to internal and external stakeholders.
• Understand the DC operational business needs, processes and flows. Interact with all internal stakeholders to gather requirement and work closely with vendors to optimise the process to the web portal.
• Have the ability to understand and translate DC business processes to software requirement. Able to articulate clearly to the vendors on what is needed.
• Work closely with vendors and project manage the timeline to deliver the existing / new modules and requirement.
• Experience in software development life cycle and take lead to conduct UAT, testing with vendors and internal customers.
• Leads the admin / customer portal improvement initiatives and participates in all required training and learning sessions.
• Prepare Request for Proposal / Quotation and any other web portal related documents required for project budget / bids / tenders.
• Focusing / improving / Automate progress, health or other required reports from / to the web portal.
• Organising / encourage / improving in the Sharepoint usage and experience for all internal stakeholders.
• Support the Manager in all overseas portal related issues and be the SPOC to work closely with the vendors to support the local staff / customers in a timely manner.
• Any other duties or project as assigned by the Management.

Requirements

• Diploma or Degree in related IT / Engineering courses
• At least 5 years of relevant work experience in data centre services or operations
• Broad knowledge in IT software development lifecycle including latest methodology method
• Good to have knowledge in DC facilities related systems so that it will be easier to translate the business processes to software requirement
• Willing to work OT or shift as and when needed
• Possess relevant facilities management and / or data centre related certifications, such as ITIL, CDCP, CDCS, etc
• Familiar with certifications standards, such as LEED Gold, ISO 20000 / 22301 / 27001, Uptime Institute Tier III, etc
• Programming or software related certifications
• Customer centric related soft skills