Company Description
NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 14,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.
Job Description
The Senior System Engineer is responsible to provide operational support to system infrastructure, support to the clients and resolution of technical issues and conducting root cause analysis. He is also required to manage change request through changes requests processes including requirement gathering, impact analysis, design, testing to integrate the change to existing environment
What will you do?
- Responsible for team KPIs. Monitor and report KPIs.
- Manage the service level agreements (SLAs) as stated in the master contract (MSA) in the areas of:
- Desktop support management
- Server support management
- Network support management
- Security support management
- Manage BAU operations and ad-hoc projects at the customer sites
- Manage project budgets vs actuals for project revenue and cost
- Ensure service requests raised by customers are prioritized and delivered in accordance with the agreed timeline
- Manage the customer’s expectation in term of service offering delivery
- To be the Single Point of Contact (SPOC) for customers for on-going operations and projects
- Act as a further escalation point for the Team Lead
- Provide recommendation and execute improvement plan for managed Services (Service Assurance, including Risk Management)
- Interface with customers on a need basis for service improvement and recovery
- Ensure QA perform for the team, and take action when necessary
- Manage and ensure team operation within budget (Capex and Opex allocated to team)
- Manage staffs that are stationed at the sites
- Participates in the development, implementation, communication and enforcement of policies, processes, procedures, standards and guidelines
- Involve with Team Leads to strategize on duty rostering or scheduling
- Conduct regular review with Team Leads on team performance; management direction and announcement
- Manage managed Services resources, including hiring, staff admin and welfare, maintain skills set and staff discipline
- Manage the development of staffs while identifying suitable trainings for them, promote talent development, and staff retention
- Report to senior managers on any issue that could significantly impact the business / operation
Qualifications
The ideal candidate should be / possess:
- At least 7 to 10 years of relevant experience in IT Systems (Windows Server 2019), including experience in managing project operation SLAs, P&L and resources
- ITIL Certified, ideally with PMP
- Preferably with experience across Microsoft System Center, Universal Windows Platform, Microsoft Active Directory, Veritas - Netbackup, Nutanix, Hyper-V
- Educated to a Degree level
Additional Information
We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.
Together, we make the extraordinary happen.
Learn more about us at ncs.co and visit our LinkedIn career site.
Scam Alert
We are aware of fraudulent job offers and impersonations of NCS recruiters. Phishing emails using convincing-looking but fake addresses are also commonly used to trick you into thinking that they come from official NCS sources.
Please note that all official communications from NCS Group will only be sent from verified corporate email addresses. Always check that the sender’s email address ends with the genuine NCS domain, @ncs.com.sg and beware of extra letters, symbols or misspellings. When in doubt, verify the sender’s identity by contacting us at reachus@ncs.com.sg.