Unified Communication Services (Messaging)

Position

Unified Communication Services (Messaging) – Expert (L3)

Job Summary

He / She will provide support for all the RUN activities within Unified Communication Services team in Singapore. He / She is responsible for health and stability of the technical solutions within his/her scope. He /She has to effectively work with technical peer such as architect, regional experts and project teams on technology road map and projects.

Job Detailed Description

As the expert of his/her team, he/she:

• Assigns the technical tasks and manages delegation for technical issues
• Animates the team to encourage collaboration and sharing of practices
• Should contribute more in supporting technical skill development
• Participates in recruitment process for the team
• Manage service improvements for all Unified Communication Services supported throughout the organization
• Provide technical trainings and support through verbal or written communication for the team
• Responsible for providing technical direction, proactive and reactive support services to maintain the availability and reliability of system infrastructure in accordance to the SLA
• Focus on automation and optimum use of the team to improve efficiency
• Drive and deliver root cause for any high severity issue

As the manager of his/her scope of activity, he/she:

• Meets clients on a regular basis to discuss improvement plans, action plans, evolving threats and changing risks, and provide feedback on policies, standards, procedures, guidelines.
• The service includes, but is not limited to, incident management (fault investigation, resolution escalations of all monitoring alerts and user initiated problem calls/tickets) and request management, but also global projects like End of Life, New Builds, migrations and upgrades etc., participation in global Infra events (like Power down and DR Tests)
• Own and drive problem management
• Ensures an activity is performed in compliance with norms, standards, processes and procedures
• Ensures documentations are reviewed and approved on time
• Implements cross-functions activities including continuous improvement initiatives

As an experienced professional in Unified Communication Services, he/she:

• Supports the team during diagnosis, when technical issues arise in his/her scope of expertise
• Is aware of the global IT structure so that he/she anticipates interrelationships within the organization
• Manage L3 activities which involve direct relationships with end users and L3 activities like architecture, design, project management, etc.
• Engage with technical peer, Service managers, Architect and project teams on technology roadmap and projects

• Has to monitor and push for improvements in the team’s productivity

• Be available and able to drive, technically, any complex or high severity incidents that occur within the scope of their role
• Engage in Projects and project deliveries
• Drive and deliver root cause for any high severity issues

As the first point of contact for the Service Provider, he/she:

• Manages the daily relationship with the Service Provider and escalates when needed
• Technically coach and develop partner resources to improve productivity

As the first point of contact for Clients, he/she:

• Manages the daily relationship with Clients including planning, requests clarification, risks mitigation and service quality
• Have to maintain a smooth relation with partners, vendors and global clients/teams

As a member of ISAP/ITS, he/she

• Facilitates collaboration and spread of information from and to the team
• Participates to the department’s activities including brainstorming, team building and other team or transversal actions
• Fosters innovation mindset
• Contributes to ISAP/ITS global branding and communication
• Focus on automation and optimum use of the team to improve efficiency

Job specific environment and/or organization

• Working hours will match Europe business hours - 2pm to 11pm SGT & 4pm to 1am SGT

Candidate profile

Mandatory track record

• Minimum 8-12 years of experience in managing messaging environment with about 3-5 years of experience in financial institutes
• Good in technical troubleshooting and problem solving.
• Must be a bachelors/engineering graduate
• Experience on Messaging technologies as Exchange 2016/2019, Skype for Business, MS Teams, IRONPORT and mobile messaging technologies as WorkSpace One & Blackberry work.
• Microsoft Exchange Server 2016 certified (or above)
• Microsoft Certified IT Professional Enterprise Messaging Administrator
• In depth hands on knowledge/experience on Windows technology, Skype/Lync and IronPort or any email gateway technologies.
• Excellent communication, interpersonal and logical skills
• Customer service oriented
• Team player

If interested, you can click on “Apply here” or write ane-mail to ***email_hidden*** with your updated resume.

NOTE: - Only shortlisted candidates will be contacted back.

Thanks & Regards

Deeksha Agarwal

EA Licence No.91C2918

Personnel Registration No. R26161520