Responsibilities

• Performing analyses on Computer Infrastructure System efficiency (CIS) and integration. 
• Reporting to management on Computer Infrastructure System development, implementation, and progress. 
• Collaborating with development teams and departments, as well as incorporating user feedback. 
• Managing support teams and evaluating performance metrics. 
• Ensuring that products and services are delivered on time and within budget. 
• Managing software and hardware installations and upgrades. 
• Maintaining computer network infrastructure and ensuring network security. 
• Hiring and training new IT Support staff. 
• Manage team to meet all SLAs and deliverables according to contractual agreement / project plan 
• Continuous improvement towards the effectiveness involving planning, organizing and efficiently handling of activities and eliminating unnecessary activities/cost whilst addressing problems and making timely practical  decisions. 
• Achieve goals through effective planning, management and coordination, promoting innovation and team work. 
• Review, refine & improve support framework regularly to ensure the sustainability of service delivery framework, process as in able to demonstrate adequate service quality and control adhering to Quality of 
• Delivery Output and streamline the administrative aspect of process management 
• Team Management (Attrition, Administrative, Leadership, Support). 
• Lead Continual Service Improvement. Identify weaknesses during Service Reviews, Process Evaluations, 
• Compliance Reviews or customer survey completed during reporting period and formulate improvement  plans. 
• To work with Technical Director and Sales/Pre-sales and generate variation orders / new businesses. 
• Oversee Capacity planning to cater future growth for backend infrastructure 
• Develop, implement, and maintain policies, procedures, and associated training plans for resource  administration and appropriate use. 
• Manage and establish priorities for maintenance, design, development and analysis of entire infrastructure 
• systems inclusive of computer, LANs, WANs, Internet, wireless, Server and security implementations. 
• Provides “ownership” of problem thru final resolution. 
• Negotiate with vendors, outsourcers, and contractors to secure products and services. 

Requirements

• Diploma/Degree in Information Technology/Computer Science or equivalent.
• Possess strong leadership, communication and interpersonal skills and have experience working in large enterprise operational environments 
• Extensive experience in technical management, preferably in backend infrastructure (Server, Network, Cloud  Technology) 
• Advanced knowledge of CIS innovation and integration. 
• Ability to manage IT support teams, as well as hire and train new IT staff. 
• Extensive experience in collaborating with CIS development teams and users. 
• Ability to diagnose faults, oversee CIS user-testing, and implement required changes. 
• Ensuring optimal hardware and software functionality, as well as network security. 
• Ability to keep up with CIS advancements. 
• ITIL Foundation certified or equivalent work experience, ITSM Knowledge will be an advantage 
• Self-motivated, customer oriented and a team player. 
• Experience in handling multiple operations domains will be an advantage (e.g. covering the various operations/services - Service Desk, Desktop, Server, Network, DC, Security) 
• Ability to learn in a fast-paced environment, multi-task, perform under pressure. 
• Enterprises as well as Regional/Global Support environment. 

• ITIL V4 Certified 
• Project Management Professional (PMP) is a plus 
• Cloud Certifications is a plus