Service Delivery Manager
Helius Technologies Singapore River Full-time
Responsibilities:
- Work as part of a team of infrastructure team to ensure smooth operations that conformed with the agreed Service Level Agreement (SLAs)
- To establish ITSM standards, processes and guidelines that are in line with industry standards and best practices
- Provide technical leadership to team members and provide technical consultancy to customers on matters related to system performance, integration and configuration.
- Assist project Service Delivery Manager on managing the day-to-day Operations management.
- Analyze system performance and makes recommendations for optimization
- Ensure that the production environment is highly available per the needs of the business and
- established Service Level Agreements.
- Lead and establish Root Cause Analysis for all High Severity issues. Work with multiple teams for
- successful resolution of issues and incidents
- Review Incident Report
- Participate in the upgrade/patching planning and execution of the Middleware software
- Ensure adherence to applicable Change and Release Management processes.
- Develop technical documentation and procedure on monitoring, performance.
- Regular projects reporting update to SDM & any other duties as and when assigned
- Lead problem determination on system errors or malfunctions, and works with the application
- team/supplier to identify, diagnose and rectify the problem.
- Performs capacity study to analyze current resource utilization and estimates future requirements.
- Monitoring system to ensure high availability and optimal performance
- Update documentation of work
Requirements:
- Degree in any Information Technology degree or related sciences
- Windows system administration background is required
- 5+ years of VMWare experience with good knowledge on HCI (Hyper Converged Infrastructure), SDDC, ESX, VCenter and Hyper-V
- Familiarity with VMWare automation (VRA,VRO)
- Hands-on knowledge in Shell, Perl, Python or PowerShell
- Familiarity with automated security patch and vulnerabilities management.
- Experience planning and setting up project environments across development, QA and production
- Experience in software-defined infrastructure software stack
- Experience in VActive Directory, Domain Controller, DNS, DHCP, DFS, Proxy and Firewall servers
- VCP certification is a definite plus
- AWS Certified
- Familiarity with the Government Data Centre (GDC) on boarding process
- Familiarity with the prevailing Singapore Government standards and policies on infrastructure design and governance
Qualified in ITIL or similar qualification in Service Management is preferred
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