Technical Team Manager
2 days ago
The Technical Team Manager at CTC GLOBAL SDN BHD oversees the coordination and successful execution of preventive maintenance, incident management, and project delivery for non-UNIX systems. This role involves working closely with technical leads, monitoring incident tickets, ensuring Service Level Agreement (SLA) compliance, and managing project timelines.
Main Job Tasks and Responsibilities:- Collaborate with the Technical Lead to plan resources for preventive maintenance activities and review preventive maintenance reports.
- Monitor the status of incident tickets, ensuring they are attended to according to SLAs.
- Coordinate with multiple parties to resolve incidents, ensuring incident reports are submitted in a timely manner.
- Monitor and ensure problem management reports are prepared and submitted promptly, coordinating technical teams to review and address issues.
- Assist engineers in escalating incidents when necessary and ensure proper closure of tickets within specified timelines.
- Plan and assign resources to ensure engineers with the right skills are assigned to appropriate tasks.
- Monitor the status of projects to ensure they run smoothly, and conduct project meetings or reviews when required.
- Ensure projects are closed and billed within stipulated timelines, providing monthly project updates for the Systems Tower Meeting.
- Review project risks, highlight potential issues, and ensure they are addressed before project deployment.
- Attend tender and Request for Proposal (RFP) meetings, providing input on Scope of Work (SoW) and man-day estimations.
- Identify and plan technical training programs to develop Level 1, 2, and 3 engineers, ensuring the team is equipped with the necessary skills.
- Provide costing and technical support to the sales team on add-on products, assisting in defining technical requirements and project scope.
- Review and highlight risks related to project deployment, ensuring that all potential issues are identified and addressed before the project begins.
- Ensure clear communication of project status, risks, and updates to senior management and stakeholders.
- Maintain a focus on customer satisfaction by ensuring high-quality technical service delivery across all projects and support services.
- Key Competencies: Building Effective Teams
- Customer Focus
- Decision Quality
- Interpersonal Skills
- Planning & Priority Setting
- Problem Solving
- Technical Learning
- Hardware Infrastructure
- Technical Infrastructure Architecture
- Technical Product Evaluation and Selection
- Technical Research and Development
- Technology Trends and Best Practices
- Degree in Information Technology or a related field.
- Minimum 8 years of experience managing a technical team in an IT environment.
- Proficiency in configuring and designing infrastructure solutions based on VMware, Microsoft, and storage solutions.
- VMware Certified Professional
- HPE (ATP or ASE)
- Veeam (VMCE)
- Dell Storage Certification (PowerStore or Unity)
- Veritas Certified Specialist
- Strong troubleshooting skills with experience in root cause analysis, project management, and technical leadership.
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