Data Centre Service Delivery, IT Infrastructure

5 months ago


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 non-performing 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
- Self-driven 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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