Senior Technical Specialist - Systems

IT Infrastructure Manager

Primary Purpose of Position: Responsible for day-to-day effective provisioning, installation, configuration, operation, and maintenance of global systems hardware, software and supporting infrastructure. Assists help desk teams with technical issues and problem resolution. Performs technical performance analysis, research, project planning and development to facilitate continuous improvement within Surbana Jurong's Global IT infrastructure. To directly supervise Associate or Technical specialist resources as required.

Key Responsibilities:

• Integrate with the IT Helpdesk and provide desktop support services for Surbana Jurong business through either telephonic, email, Lync or TeamViewer support.
• Be an escalation point for the service desk to resolve incidents and problems for Surbana Jurong global users.
• Identify, troubleshoot and resolve systems, security and network related problems encountered by global users.
• Engage with local IT or Corporate IT to facilitate the successful resolution of server, systems, network and PC related service issues for Surbana Jurong users.
• Responsible in day to day monitoring and support for company's IT infrastructure Operations based on IT Operations Service catalogue.
• Working within the service team and be rostered-on to provide escalated support after hours and Holidays shift support.
• Creation and updating of operational documentation, policies and procedures based on IT Operations Service Catalogue.
• Responsible in sustaining and compliance of Patch Management process for Global IT Operations.
• Responsible in sustaining the Availability management process for Global IT Operations.
• Provide support to global operations related to the acquisition, installation, maintenance, problem diagnosis, training and system management handover of infrastructure systems.
• Participate with the implementation of new technologies including system performance and monitoring tools, virtualization of hardware and software and data backup technologies.
• Assist with security to protect the hardware, software and information resources of Surbana Jurong from unauthorized access, tampering or physical damage, including application based / Active Directory security, anti-virus products, patch management and etc.
• Provide cost analyses and purchasing recommendations for the purpose of ensuring global IT delivery objectives are achieved within budget.
• Troubleshoot and perform disaster recoveries, as well as backing up data in the event of possible network issues or malfunctions or replacement of defective devices and installation of software.
• Understand responsibilities and requirements in the event of Disaster Recovery.
• Keep abreast of best practice standards and changes in Information Technology. Provide input to Information Technology strategies and policies.
• Other duties and responsibilities as required.

Key Qualifications, Knowledge, Skills and Experience:

• A Bachelor's/College Degree in a related field.
• Five or more years of related technical and managerial experience in a technical support environment.
• MCSE (Infrastructure or Cloud), ITIL and / or related technical qualifications.
• Knowledgeable in Windows technology (Desktop Win7, Vista, Win8, Win10), (Server 2008, 2012, 2016), (Active Directory/DNS/DHCP), Office 365/Exchange and Virtualization environment such as Hyper-V and VMware.
• Experience in WSUS, SCCM, SCOM and any patch management technologies.
• Strong Documentation, RCA's and record keeping skills.
• Experience with scripting languages to automate tasks (Powershell, VBscript and Batch file).
• Ability to work autonomously and within a team environment.
• Ability to prioritize tasks within a multi-tasking environment.
• Excellent and proven communication skills, both written and verbal to enable a high level of satisfaction with both technical and non-technical personnel.
• Skilled in Ant-Virus, Spam management, Anti-SpyWare, firewalls and proxy Servers.
• Ability to apply analytical skill and conceptual thinking to operations and systems planning across a range of technologies.
• Strong Understanding of LAN/WAN networking and Network management / optimisation (e.g. Exinda / Packeteer / Riverbed) is a distinct advantage.