He / She will be a technical expert for all Unified Communication Services in the organisation.
Provide support and act as the last level of escalation point for all production support activities within Unified Communication Services team in Singapore.
He / She is accountable for the overall health and stability of the technical solutions within his scope.
He / She has to effectively work with technical peer such as architect, regional experts and project teams on technology road map and projects.
Job detailed description
An Expert has a wide spectrum of responsibilities and actions.
As the expert of his / her team, he / she :
assigns the technical tasks and manages delegation for technical issues,
animates the team to encourage collaboration and sharing of practices,
has a role in supporting technical skill development,
participates in recruitment process for the team if needed,
manage service improvements for all Unified Communication Services supported throughout the organization,
provide technical trainings and support through verbal or written communication for the team,
responsible for providing technical direction, proactive and reactive support services to maintain the availability and reliability of system infrastructure in accordance to the SLA,
focus on automation and optimum use of the team to improve efficiency,
drive and deliver root cause for any high severity issue
As the manager of his / her scope of activity, he / she :
Meets clients on a regular basis to discuss improvement plans, action plans, evolving threats and changing risks, and provide feedback on policies, standards, procedures, guidelines.
The service includes, but is not limited to, incident management (fault investigation, resolution escalations of all monitoring alerts and user initiated problem calls / tickets) and request management, but also global projects like End of Life, New Builds, migrations and upgrades etc.
participation in global Infra events (like Power down and DR Tests),
Own and drive problem management,
ensures an activity is performed in compliance with norms, standards, processes and procedures,
focus and ensure to bring in more projects and work on projects for the organisation,
act as a technical bridge between Paris and ISAP,
ensures documentations are reviewed and approved on time,
implements cross-functions activities including continuous improvement initiatives
As an experienced professional in Unified Communication Services, he / she :
supports his / her team during diagnosis when technical issues rise in his / her scope of expertise,
is aware of the global IT structure so that he / she anticipates interrelationships within the organization,
manage L3 activities which involve direct relationships with end users and L3 activities like architecture, design, project management, etc.
engage with technical peer, Service managers, Architect and project teams on technology roadmap and projects,
has to monitor and push for improvements in the team’s productivity,
be available and able to drive, technically, any complex or high severity incidents that occur within the scope of their role,
engage in Projects and project deliveries,
drive and deliver root cause for any high severity issues,
As the first point of contact for the Service Provider, he / she :
manages the daily relationship with the Service Provider and escalates when needed,
technically coach and develop partner resources to improve productivity
As the first point of contact for Clients, he / she :
manages the daily relationship with Clients including planning, requests clarification, risks mitigation and service quality
have to maintain a smooth relation with partners, vendors and global clients / teams
As a member of ISAP / ITS, he / she :
facilitates collaboration and spread of information from and to the team,
participates to the department’s activities including brainstorming, team building and other team or transversal actions,
fosters innovation mindset,
contributes to ISAP / ITS global branding and communication
focus on automation and optimum use of the team to improve efficiency
Job specific environment and / or organization
Working hours will match Europe business hours - 2pm to 11pm SGT
Mandatory track record
Minimum 8-10 years of experience in managing messaging environment with about 3-5 years of experience in financial institutes
Must be a bachelors / engineering graduate
Microsoft Exchange Server 2010 certified (or above)
Microsoft Certified IT Professional Enterprise Messaging Administrator
In depth hands on knowledge / experience on Windows technology, Lotus Notes, Skype / Lync and IronPort or any email gateway technologies.
Excellent communication, interpersonal and logical skills
Customer service oriented
Years of experience : 8 - 15
Salary can be discussed upon profile.