Technical Support Team Lead Up to 5.5k (East)

Location Singapore
Discipline Information & Communications Technology
Job Reference BBBH137183_1715678842
Salary S$4000.00 - S$5500 per month
Consultant Name Sun Luneng Ashley
Consultant Email ashley.sun@manpower.com.sg
Consultant Contact No.
EA License No. 02C3423
Consultant Registration No. R1984277


Responsibilities

  1. Coordinate, strategize, and oversee day-to-day operational tasks and the technical team's activities.
  2. Serve as a point of contact for intricate technical issues, collaborating closely with team members to effectively resolve customer concerns.
  3. Identify, address, and escalate potential risks that could impact cloud-based applications/systems.
  4. Continuously develop and refine guidelines, processes, and procedures to bolster the efficiency of cloud production services.
  5. Ensure adherence to internal and external SLAs, as well as government IM8 policies pertaining to ICT applications.
  6. Monitor critical performance indicators of the support team, including response time, resolution time, and customer satisfaction.


Requirements

  1. 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).
  2. Possess practical experience with technical support ticketing systems, with a comprehensive understanding of SLAs (e.g., response time, resolution time).
  3. 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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