The Assigned Client Engineering organization needs a leader that manages all ACE resources in APAC and that’s based in APAC.
Job Responsibilities
• Manage several APAC teams of Assigned Client Engineers in Australia and Hong Kong, and provide global support for the ACE team.
• This role focuses on proactive management: address root causes, identify trends, deploy automation to reduce effort and speed up resolution of incidents, recommend technical improvements to customer solutions.
• The ACE team complements the operations service delivery of our 24/7 teams.
• Closely manage resource assignments.
• Staff management and development.
• Services portfolio: infrastructure, cloud, managed hosting and application services.
• This position will provide leadership to the Assigned Client Engineering team.
• Direct reports consist of both local and remote staff, and a combination of individual contributors, team leads and supervisors.
• The position will assure the effective service delivery by the engineers assigned to specific customers in support of their systems, infrastructure, daily administration and management.
• Working closely with Service Managers and internal teams, the Assigned Client Engineering organization ensures that all aspects of the customer's ongoing system support and administration are successful. This is achieved through a number of proactive maintenance and management tasks including the creation and maintenance of application flow diagrams, custom monitors, RTS (Return to Service) documents, and Knowledge base articles as needed, 24x7 escalation support on an on-call basis, ongoing training for first line support personnel on assigned customer's environment, identification and correction of recurring technical issues within assigned customer environments.
• The position will assure that Terremark provides advice to customers at the level of the individual ACE, as well as at a management and executive level.
• Areas of advice will cover risk and capacity management, technology roadmaps, as well as other topics.
• The position will help define the roles and responsibilities of this team and work to improve the customer experience with the rest of the Support Services organization.
• The Manager will work within ITIL guidelines in assuring the team is providing accurate and timely information regarding all issues.
Qualifications:
• 10 years in a leadership role in an Information Technology industry
• Experience managing team leads
• Bachelor’s Degree in Information Technology, Computer Science or Business Management or equivalent experience
• Solid understanding of and extensive experience with service level agreements and operational level agreements
• Experience with the delivery of managed services
• Relevant experience with systems administration across different platforms and technologies.
• Ability to lead and direct strong technical engineers
• Excellent verbal and written communication skills
• Ability to convey complex technical information in a clear and concise way
• Ability to articulate risk statements at a business, technical and operational level
• Experience in a 24x7 production IT environment
• Excellent customer service skills
• Excellent documentation skills
• Excellent planning and organizational skills
• Strong troubleshooting and problem solving skills
• Strong sense of urgency in support of all customers. Ability to understand business requirements for technical needs and utilize the business requirements information to prioritize work and set urgency for others
• Ability to interact with individuals on all organizational levels
Additional Qualifications:
• ITIL Certification
• Enterprise IT experience and a good working knowledge of the Microsoft Office suite
• Technical certifications such as MCSE, RHCE, CCNA, etc.
We encourage interested candidates to click on the below link to apply for this position
http://sg.jobsdb.com/SG/EN/Search/JobAdSingleDetail?jobsIdList=500003000668065&sr=1&FromJobListingSummaryMode=1
Job Responsibilities
• Manage several APAC teams of Assigned Client Engineers in Australia and Hong Kong, and provide global support for the ACE team.
• This role focuses on proactive management: address root causes, identify trends, deploy automation to reduce effort and speed up resolution of incidents, recommend technical improvements to customer solutions.
• The ACE team complements the operations service delivery of our 24/7 teams.
• Closely manage resource assignments.
• Staff management and development.
• Services portfolio: infrastructure, cloud, managed hosting and application services.
• This position will provide leadership to the Assigned Client Engineering team.
• Direct reports consist of both local and remote staff, and a combination of individual contributors, team leads and supervisors.
• The position will assure the effective service delivery by the engineers assigned to specific customers in support of their systems, infrastructure, daily administration and management.
• Working closely with Service Managers and internal teams, the Assigned Client Engineering organization ensures that all aspects of the customer's ongoing system support and administration are successful. This is achieved through a number of proactive maintenance and management tasks including the creation and maintenance of application flow diagrams, custom monitors, RTS (Return to Service) documents, and Knowledge base articles as needed, 24x7 escalation support on an on-call basis, ongoing training for first line support personnel on assigned customer's environment, identification and correction of recurring technical issues within assigned customer environments.
• The position will assure that Terremark provides advice to customers at the level of the individual ACE, as well as at a management and executive level.
• Areas of advice will cover risk and capacity management, technology roadmaps, as well as other topics.
• The position will help define the roles and responsibilities of this team and work to improve the customer experience with the rest of the Support Services organization.
• The Manager will work within ITIL guidelines in assuring the team is providing accurate and timely information regarding all issues.
Qualifications:
• 10 years in a leadership role in an Information Technology industry
• Experience managing team leads
• Bachelor’s Degree in Information Technology, Computer Science or Business Management or equivalent experience
• Solid understanding of and extensive experience with service level agreements and operational level agreements
• Experience with the delivery of managed services
• Relevant experience with systems administration across different platforms and technologies.
• Ability to lead and direct strong technical engineers
• Excellent verbal and written communication skills
• Ability to convey complex technical information in a clear and concise way
• Ability to articulate risk statements at a business, technical and operational level
• Experience in a 24x7 production IT environment
• Excellent customer service skills
• Excellent documentation skills
• Excellent planning and organizational skills
• Strong troubleshooting and problem solving skills
• Strong sense of urgency in support of all customers. Ability to understand business requirements for technical needs and utilize the business requirements information to prioritize work and set urgency for others
• Ability to interact with individuals on all organizational levels
Additional Qualifications:
• ITIL Certification
• Enterprise IT experience and a good working knowledge of the Microsoft Office suite
• Technical certifications such as MCSE, RHCE, CCNA, etc.
We encourage interested candidates to click on the below link to apply for this position
http://sg.jobsdb.com/SG/EN/Search/JobAdSingleDetail?jobsIdList=500003000668065&sr=1&FromJobListingSummaryMode=1
