About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Description</b></H2> </div><div><p>This role is for a StarHub Subsidiary. The Engineer will be based at client's location to coordinate, manage the scope as stated below: </p> <p>The Technical Service Lead coordinates and leads the overall technical delivery of the scope of services. Drives the quality of the delivered services on a day-to-day basis. First point of escalation (before Service Delivery Manager) for critical issues / high severity technical support.</p> <p> </p> <ul> <li>Dedicated onsite Lead reporting to Service Delivery Manager </li> <li>Regularly review and monitor tasks (completed and ongoing) to ensure compliance with standards and ensure customer SLA are met</li> <li>Monitor all team members’ performance and provide necessary advice and guidance </li> <li>Organise regular meeting and trainings to share with team members new techniques and methods to fulfil the SOP’s and SLA requirements </li> <li>Perform regular check of the operations to discover areas of weaknesses and fortify them </li> <li>Work alongside with the Service Delivery Manager, Service Desk Lead and customer resolver group on the service quality and improvement plan </li> <li>Submit reports on a regular basis to the Service Delivery Manager and customer management </li> <li>Provide solution to any complex IT issues escalated by the team members </li> <li>Suggest appropriate technologies to customer to be adopted to meet present and future demands of the business </li> <li>Perform regular appraisal of team member’s performance and devise strategies to help with improvement </li> <li>Analyse and provide new ideas for service improvement </li> <li>Manage staff movement and keep track of daily attendance and activities </li> <li>Perform other task that may be assigned by the Service Delivery Manager to fulfil customer satisfaction </li> <li>Implement and execute the SOP ensure customer satisfaction</li> <li>Lead and oversee daily IT Asset Management operations, ensuring accurate tracking, ownership, and documentation of all IT assets</li> <li>Ensure proper implementation of asset lifecycle processes including asset receipt, tagging, deployment, movement, recovery, and disposal</li> <li>Conduct regular asset checks, reconciliation checks, and discrepancy investigations</li> <li>Drive improvements in asset management processes, controls, and documentation to strengthen governance and operational efficiency</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Requirements</b></H2> </div><div><ul style="list-style-type:disc"> <li><em>Bachelor Degree in Information Technology/Information System/Computer Science. </em></li> <li><em>Business IT or other relevant disciplines. </em></li> <li><em>ITIL 3 or 4 Foundation Certified.</em></li> <li><em>More than 5 years IT outsourcing experience with proven track records preferred</em></li> <li><em>Possess a full and broad understanding of services including EUC, System and Network technologies. </em></li> <li><em>Technical knowledge in IT technology (EUC, System, Network, Backup/Restore). </em></li> <li><em>Strong Technical knowledge in Windows OS, Power Shell Script, etc. </em></li> <li><em>IT Services Management experience.</em></li> <li><em>Strong customer service focus. Self-motivated and pro-active in resolving issues and identifying new opportunities on the account. </em></li> <li><em>Effective interpersonal skills, both written and presentation. </em></li> <li><em>Strong analytical and problem solving skills, combines with the ability to provide quick resolution to problems.</em></li> </ul></div></div></div>