Assistant Director, Tech Ops

Our Investors

ST Engineering is a MNC with a global network of subsidiaries and associated companies that spans Asia, Europe, the Middle East and the U.S. They own a controlling stake in SPTel, a joint venture with SP Group, and are looking to accelerate the expansion of this strategic asset.

About us

SPTel is a Business Class Digital Services provider that promises:

• Fully digitalised processes, enabling on demand provisioning of services such as Bandwidth and cyber security
• Business Grade connectivity standards that include <1ms ultra low latency performance and clean-pipe connectivity as a default
• True network diversity for improved reliability with unique fibre pathways and facilities that are physically separate from incumbent telcos
• Innovative services such as IoT-a-a-S and Edge Cloud computing

We are well recognised in the industry clinching numerous awards for our cutting-edge telco services and have doubled our customer base annually in the last 3 years. We were also featured in the CNA documentary “Home-Grown with a Digital Edge”.

These accolades and achievements are the result of us meticulously grooming a team of talents and specialists to be part of our exciting journey and we are looking to grow our team. If you are a skilled and driven individual, do join us as co-creators of the future of SPTel.

Job Brief

When it comes to reliability and security of the network, SPTel offers no compromise. Our network is monitored 24/7 by an Integrated Operations Centre and supported by a technically competent Technical Operations team (TechOps) that is well-versed in the various domains of IP & Transport, InfoSecurity, IoT & Cloud Ops, and Network Management & Support Tools.

The candidate should possess strong leadership with resolution and technical problem identification skills and passionate in solving customer’s issue by putting the ‘Customer First’.

He/ She is required to manage and lead the TechOps team in supporting proactive Change Management of the active infrastructure, Incident and Problem Management from all incoming escalation or technical escalations and provide great service experience in recovery of customer services in the shortest possible time.

Candidate must also apply the urgency and quick in response to any network anomaly in the operation. He/ She is to build the trust and confidence with customer through quick restoration of services.

Responsibilities

• Lead and manages a team of engineers in the TechOps team.
• Manage Incident Management and Problem Management Process and Escalation to meet SLA.
• To be contactable 24 x 7 as an escalation contact.
• Trending analysis and identify gap areas with recommendation for Change Requests raised or implemented by TechOps, where applicable.
• Incident Review & Improvement, including strategies in improvement of the active network and driving down fault cases.
• Vendor management for fault tickets and maintenance.
• Budget and forecast Department expenditures.
• Any other ad-hoc duties as assigned by superior from time to time.

Requirements

• Degree or Diploma in Engineering or equivalent.
• Candidates with at least 7 – 10 years of leadership and technical support experience in a Telco Technical Tier 3 environment is preferred.
• Knowledge of Fibre, Carrier IP and Transport Networks providing Metro-E, IPVPN, DWDM, IoT, Private Cloud and cyber-security services.
• Forward thinking on technology, keeping current with best practices and industry trend.
• Good understanding of Public, Hybrid Cloud configuration, diversity across platforms.
• Strong understanding of networking technologies (routers, switches, TCP/IP)
• Experience with different platform technologies (Windows, Linux, VMware, MacOS)
• Experience with security technologies (IDS, IPS, FW, AV, Proxies, DLP, PKI, SSL/TLS, SSL visibility, VPN)
• Good analytical skills with experience of various OSS platforms and Network Management System (NMS).
• Good communications skill with pleasant personality and experience in customer service.
• Candidate must be prepared to be contactable 7 x 24hrs.