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Specialist, GTO-GIO Unix/Linux Services Job

Date: Nov 12, 2017

Location: Singapore, SG

Company: MSD

Requisition ID: SER001242

The Unix/Linux Services – Technical Lead is required
to support the full lifecycle ITIL based, operational oversight of Managed
Services IT 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 IT
requirements.



 


Primary job responsibilities:


  • Lead small project teams focused on small operational engineering
    and operation related work.
  • Directly support Managed Services oversight for File Services
    infrastructure Services.
  • Participate in discussions with stakeholders over File Services
    Infrastructure 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 SLA performance via Metrics and Analysis
    • 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.


Required Experience and Skills:


  • Experience in Managed Services oversight of Core Infrastructure
  • Strong ITIL and process discipline
  •  Ability to identify and
    implement process improvements.
  • 3 + years of relevant IT Technical
    Experience in Unix/Linux related Infrastructure
  • High level of business acumen.
  • Ability to solve complex problems in operational environment
  • Ability to transition and implement 
    business processes .
  • Ability to influence and negotiate.
  • Ability to manage multiple initiatives .  




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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