Responsibilities
- Coordinate, strategize, and oversee day-to-day operational tasks and the technical team's activities.
- Serve as a point of contact for intricate technical issues, collaborating closely with team members to effectively resolve customer concerns.
- Identify, address, and escalate potential risks that could impact cloud-based applications/systems.
- Continuously develop and refine guidelines, processes, and procedures to bolster the efficiency of cloud production services.
- Ensure adherence to internal and external SLAs, as well as government IM8 policies pertaining to ICT applications.
- Monitor critical performance indicators of the support team, including response time, resolution time, and customer satisfaction.
Requirements
- Hold a minimum diploma in an IT-related field with prior experience in IT infrastructure/operations management or service delivery, demonstrating a successful history in handling IT operations and infrastructure technical support roles (e.g., scheduled maintenance, security patching, vulnerability remediation).
- Possess practical experience with technical support ticketing systems, with a comprehensive understanding of SLAs (e.g., response time, resolution time).
- Familiarity with one or more of the following areas: operating systems (Windows, Linux), virtualization technologies (VMware, Hyper-V), Active Directory/Domain Controller, security measures (e.g., network firewall, WAF, endpoint protection, IPSec VPN), Microsoft 365.
Sun Luneng Ashley License No.: 02C3423 Personnel Registration No.: R1984277
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