IT System, Infra Services Manager

EmiNET, EmiNET is a regional Managed Service Provider in IT, networking, wireless infrastructure, Cybersecurity, Cloud/System/Storage. HQ in Singapore with subsidiaries in Malaysia, Indonesia, Thailand and Vietnam. We are a strategic partner and reseller of Aruba, Alcatel-Lucent, Cisco and Cisco Meraki, Dell, HPE, Huawei, Lenovo, Microsoft, Palo Alto, Ruckus, Sophos, Symantec, Veeam, Veritas... EmiNET is expanding its business in Singapore and regionally and is looking for energetic and committed candidates to join us. IT System, Infra Services Manager (based in Singapore) Scope of responsibility

• Overall responsible to achieve performance target of the service delivery & support team
• Manage a team of IT support engineers with various skillsets (Network, systems, cloud, security, desktops/laptops, OS, email……) in remote and onsite maintenance service support, problem troubleshooting, resolution, ticket creation and closing, escalation.
• Provide technical guidance, advise to the team of service delivery and support engineers
• Build highest level of Service Delivery, support competencies, unique proposition, competitive edge
• Develop, build technical excellence and competencies with certifications in Servers, Storage, Cloud & Cybersecurity
• Develop high performance remote and onsite maintenance support capabilities and procedure to achieve best-in-class service level guarantees
• Build & develop IT Managed Service Provider (MSP) & Managed Security Service Provider (MSSP)
• Build & develop AI, Intelligence Auto Alerts on existing or new IT support systems (All-In-PSA & RMM with Inventory discovery, IT automation, Remote Access, Patch Management, SLA, Billing & Invoice, integration to CRM and Financial Accounting)
• Manage trouble tickets, process and documentations for deployment, commissioning, maintenance, support
• Support RMA process for enduser customers, and manage RMA process with vendors
• Liaise with vendors/principals on all technical related matter. Escalation procedure to level 3 support by Vendors/Principals
• Build, train and transfer system/server/storage knowledge to other team members, users and stakeholders as required
• Coordinate and manage all IT change requests
• Understand all aspects of system configuration and technical/functional capabilities
• Perform user acceptance testing, troubleshooting and tests on the required systems
• Pre-sale technical support to endusers on system/server/storage/virtualization/cloud detail technical design and specifications
• Support all business reporting requirements
• Manage user profile, assigning roles, security settings, etc.
• Monitor and identify business and security risks, inefficiencies, issues and opportunities related to systems and work processes
• Manage and handling projects with relevant skillset and expertise. Including but not limited to project management, coordination, planning and scheduling with stakeholders and provide actual configuration and implementation base on the requirement and to satisfy customer needs stated out on the project scope and deliverable
• Perform any other IT support requirements
• Regional assignment relating the above if required
• New technical tasks may be assigned from time to time

• Diploma or Degree in Electrical / Electronic / Computer Engineering / Computer Science / Information Systems from a recognized institution
• In-depth, hands-on technical knowledge on Servers, Storage, Cloud, Backup, Restore
• Related certifications with Microsoft, or HPE, or Huawei, Or Lenovo
• 3 or more years experience in Servers/storage/Cloud implementation and IT Managed Services and Support
• 3 or more years of Team lead experience
• Practical knowledge in ITIL implementation, practices and processes
• Good hands-on knowledge and troubleshooting skills on IT systems, especially Cloud/Servers/Storage, OS, Cybersecurity, or Networks
• Good customer interaction, written and oral communication skills
• Ability to work with all levels, and ability to work and contribute in a team or individually