Data Centre Service Delivery, IT Infrastructure

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Great Eastern Malaysia Full time
Data Centre Service Delivery, IT Infrastructure

The Job

  • Manage day to day data centre service delivery with oversight on e2P deliveries
  • Manage the service providers SLA in terms of Service Requests
  • Ensure the Service Provider related issues are ironed out and handled promptly
  • Service Delivery Meeting ("SDM") is performed once a month to provide oversight on
  • Monitoring of service level performance in accordance with contractual requirements.
  • Plan the periodic patches with the various platform teams
  • Responsible for reporting and running of various meeting with the Service Delivery
  • Monitor the health of systems or platform solutions
  • Analysis of data centre infrastructure components and capacity planning for future projects/growth.
  • Billing Management for the outsourced services
  • Facilitating meetings with various technical teams as well as third party vendors with the date centre service provider
  • Work with the infrastructure teams to ensure 100% system uptime and availability
  • Adhere to GEL operation processes and procedures, aligned to the GEL group's processes and standards, (ITMP, ITSS, TSS and etc)
  • Manage and maintain the service provider's ability to meet SLA at all times
  • Strong Leadership and influencing skills in engaging the service provider and stakeholders
  • Regularly review the service provider's compliance to policies
  • Analyse and execute improvement plans
  • Prompt identification and resolution of service delivery issues including implementation of preventive measures
  • Lead the Annual Review exercise for the outsourced service provider
  • Lead in audit sessions pertaining to the service provider with both Great Eastern's and OCBC's auditors as needed.
  • Work with vendors, partners and service providers to maintain SLA, resolve issues and assess root cause for remediation
  • Participate in planning exercises for Data Centre related matters

Our Requirements

  • A Bachelor's degree in Computer Science / IT or Diploma with Professional Certifications.
  • At least 5 years relevant experience successfully managing data centre service delivery or platform solutions or IT systems implementation and integration.
  • Excellent knowledge of various devices, brands and toolsets related to data centre management and patching.
  • Strong technical understanding of:
  • Data centre facilities and components
  • Service Delivery methodologies
  • Monitoring and alerting solutions
  • Data Centre Solutions
  • Patching for Platforms, Databases and Middleware
  • Ability to understand business processes and financial functions a plus
  • Strong oral and technical documentation skills
  • Experience with leading performance, stress and capacity testing is a plus.
  • Analytical and intuitive to recognize nonperforming solutions for remediation
  • Excellent communicator with strong influencing skill set and able to manage conflicts
  • Team player who can lead in brainstorm session with peers to problem solve and make decisions
  • Able to function independently with minimum supervision
  • Selfdriven with a positive attitude to champion for culture change management initiatives within IT and with interfacing Business stakeholders
  • Strong initiative and leadership
  • Ability to motivate and enthuse mixed teams to ensure Service delivery and maximise the customer's experience.
  • Ability to work with virtual teams from Indonesia, Malaysia and Singapore.
Job ID 200001AX

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