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Specialist, GTO-GIO Storage Services Technical Lead Job

Date: Nov 8, 2017

Location: Singapore, SG

Company: MSD

Requisition ID: SER001239

The Storage Services – Technical Lead is required to support the full
lifecycle ITIL based, operational oversight of Managed Services I/T
Infrastructure. He/she will be required to lead discussions with the Managed
Services provider to ensure contractual compliance and to ensure work is being
completed with quality and in a timely manner to meet business I/T
requirements.  

  • Lead small project team
    focused on small operational engineering and operation related work.
  • Directly support Managed
    Services oversight for Storage & File Services.
  • Participate in discussions
    with stakeholders over Storage & File Services incidents and issue
    resolution processes
  • Escalate issues and concerns to upper management
    for review and action
  • Participate in various cadence meetings to drive
    Operational Excellence
  • Monitor
    & Drive Metrics
    • Provide
      early detection of issues and trends
    • Enable
      quick resolution of issues that do not meet level of performance contracted
    • Ensure
      continual improvement
    • Hold Managed Services Vendor accountable to their roles
      and responsibilities required to support contracted service delivery to the
      Customer
    • Review
      of metrics with upper management verifying the Managed Services provider is
      performing up to the contract
  • Monitor
    & Drive SLA Performance
    • Monitor
      and Communicate with the Managed Services provider on their compliance with
      SLA/KPI’s ensuring effective utilization of the Managed Services Provider
    • Drive
      Managed Service provider to achieve operational excellence via SLA compliance
    • Discuss
      outstanding work, progress to date, estimated completion times
    • Spot
      potential problems and assign actions to appropriate parties
    • Driving
      through change as needed to deliver continual service improvement to decrease
      turnaround time, improve efficiency, improve customer satisfaction, and
      decrease errors and incidents
    • Ensure
      Customer satisfaction and timely delivery of services


Qualifications

Education Minimum
Requirement: 



  • MSc Degree or
    BSc Degree or equivalent with relevant experience in Computer Science,
    Computer Science Engineering, Math, or equivalent experience.


Related Experience:


  • 3+ years relevant experience in Managed Services
    oversight of Core Infrastructure
  • Strong ITIL and process discipline to ensure
    compliance within the managed services framework and the ability to identify
    and implement process improvements.
  • Prior experience leading Global teams as part of
    Service Delivery of Infrastructure
  • High level of business
    acumen.
  • Ability to solve complex
    problems in operational environment
  • Ability to transition and implement  business processes
  • Individual must
    demonstrate a high level of business acumen;  ability to get along
    well with diverse personalities—flexible
  • Strong analytical
    and reasoning abilities.  Mindset that enables solving complex
    problems in a fast-paced environment while delivering on service
    promises.  Able to develop and adapt business processes after
    evaluating multiple solutions
  • Able to maintain
    both a short and long term vision around business trends and strategies
  • Able to contribute
    to the development of current and future service delivery offerings to
    support the overall client relationship needs
  • Exercises sound,
    prudent and ethical business judgment at all times
  • Understands
    cross-cultural business practices; demonstrates a sensitivity and
    awareness to other people and culture. Possess ability to build rapport
    with a diverse workforce in multicultural settings
  • Possess strong
    negotiation skills; demonstrated ability to influence and negotiate
    required
  • Able to manage
    multiple initiatives at one time.  Comfortable performing
    multifaceted projects in conjunction with normal activities in a
    demanding, fast-paced work environment
  • Can think big
    picture and also demonstrate an ability to be detail oriented; anticipate
    and know when to get into the details
  • Tactical, as
    well as strategic thinking and creative problem solving
  • Ability to collaborate
    with others
  • Good negotiation
    and presentation skills
  • Fluent in
    English, in both oral and written communication
  • Understanding and effectively communicating
    across multiple languages and cultures is an advantage.



Job: Service Delivery/Management
Other Locations:
Employee Status: Regular
Travel: Yes, 5 % of the Time
Number of Openings:
Shift (if applicable):
Hazardous Materials:
Company Trade Name: MSD


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