Rapid Deployment Operations Engineer WL-FRC2604015 016/01

Summary

The Rapid Deployment Operations Engineer will be part of the Rapid Deployment Operations Team, working closely with the Service Delivery, Support, and project teams. He/she will be involved in collaborating with stakeholders to serve, observe, own, and resolve technical issues, reducing fiction with production deployments and provide technical back-up when technical incidents arise.

Responsibilities

• Assist the Xcellink Service Delivery Team in ensuring that the service delivery standards are in accordance with Service Level Agreements between Xcellink and Customer.
• Provide regular feedback to Xcellink Service Delivery Team regarding any HR/Ops matters pertaining to the delivery commitments of Xcellink services
• Resolution of any operational issues that are highlighted by the Customer/Xcellink Service Delivery Manager.
• Execution of service recovery plans as and when necessary.
• May assist to conduct interview sessions and to determine the suitability of candidates for the fulfillment of various project requirements.
• May assist Xcellink Operations Lead in the management of project teams for the execution
• Coordinate with Xcellink Service Delivery Manager/ Customer Team Lead/ Ops Manager on the resolution of any breaches of Service Level Agreements by the Support Team.
• Attend monthly and quarterly Operations meetings/reviews between Xcellink Service Delivery Manager & Customer Team Lead/Ops Manager regarding adherence to Service Level agreements, technical, operational, and other relevant issues, where necessary.
• Integrate into Xcellink Operations project teams where required, to assist with the execution of project deliverables as and when designated by Xcellink Service Delivery Manager.
• Participate in meetings with the operational team pertaining to the execution of service quality improvement plans, or any operational-related driven agendas.
• Formulate training programs covering Technical Competency and Soft Skills.
• Design and maintain processes such as handover/takeover for succession purposes to ensure effective knowledge transfer between teams during any transitions, and initiation of new team members.
• Assist in the improvement of Xcellink’s service management and delivery by refining any existing operational process that may belong to Customer or Xcellink.
• Responsible for the conceptualization & creation of any training/process modules/documentation that may be implemented or utilised by Xcellink Service Delivery Team/ Customer Operations.
• To assist in ensuring the Support Team’s compliance with Customer Standard of Business
• To assist in ensuring the Support Team’s compliance with all Customer Business Control measures and to protect Customer intellectual property rights.
• Any other tasks as assigned by Supervisor/Operations Lead

Requirements

• Diploma in Electronic & Engineering or Computer/IT related courses
• Minimum 2 years working experience in the IT industry (customer service / service delivery role is preferred)
• Has good understanding of ICT operations in any of the following - End-user support environment / Data Center / Cybersecurity SOC / Network Operating Center / Biometric Device Support.
• Service and Operational mindset.
• Has customer interface experience, excellent communicator and coordination skill, good written skill to draft report.
• Good learning skill and self-driven character, willing to take on challenges and changes.
• Strong client servicing willingness and ability. Capability and/or keen interest towards managing customer relationship issues.
• An adept conflict mediator and a trustworthy team member.
• Excellent verbal and written English.

Benefits

• We offer attractive remuneration package and opportunities for career progression.
• Please clearly state your past work experiences, reasons for leaving, past and expected remuneration.
• Only shortlisted candidates will be notified.