Job Description & Requirements
To manage the site team, which consists of Network, Server, ID Administrators, Operators and Deskside Engineers; and responsible for all IT Services rendered by client at the Institute.
To manage the Client representatives such as Account Managers, IT Managers, SLO, CIO and other users who are recipients of the client Services.
To be the Site Coordinator at the Institute, as a Single Point of Contact ("SPOC") and as a liaison officer for the End Users. In addition, he /she also act as a supervisor to all the Onsite Support Staff.
The following competencies are required for this position:
Communication
a. Good in verbal and written communications in English
b. Ability to articulate information
c. Ability to converse fluently in technical and non-technical manner
d. Ability to interact well with end users and internal team
Team work
a. Good Team player and leader who can motivate his / her team
b. Able to manage team members from various competencies.
Problem solving
a. Ability to perform root cause analysis and resolve end-user related issues or escalate accordingly.
b. Ability to work with various competencies to analyze the root cause
Self Management
a. Must be organized and responsible
b. High Integrity and diligence
Technology / Skill
a. Very good knowledge on desktop services and technology
b. Some knowledge on Server and Network Infrastructure
c. Fluent on basic IT Services and Service Management
d. Project Management
4. KEY PERFORMANCE OBJECTIVES
a. SLA Performance – Ensure no SLA Failure
b. IMAC Reports – Ensure all IMAC Requests are performed in accordance to the SLA
c. Tracking of Cases – Ensure all cases are tracked to closure in accordance to the deliverables
d. Resources – Manage the resources on day to day basis to ensure designated resources are in place.
e. Compliments and Complaints – Work closely with the Institute and IBM to ensure high compliments and no or nil complaints.
f. Day to Day Operations are run with minimal interruptions to the services
g. All meetings with internal and external parties are documented and followed through
h. Responsiveness – All emails, calls and any other communication are responded to, on a timely manner
EA License No. - 14C6941
