Associate Director (Systems & Platform)
National University of Singapore
- Singapore
- Permanent
- Full-time
- Oversee the performance and deliverable of both the outsource vendors and NUS IT operational and support team functions to achieve the required agility, efficiency, sustainable operation, and services excellence.
- Provide inputs for IT operations and support strategy planning.
- Formulate strategy for service level agreements (SLAs) and improvements.
- Establish priorities for IT Operation and support activities, initiatives, and incident resolution.
- Set direction for continuous improvement of operational procedures and customer experience.
- Drive and oversee resolution of operations and any critical incidents impacting the IT services deliverables.
- Monitor and track both the NUS team's and vendor achievements and key performance indicators.
- Oversee the execution of the organisation's disaster recovery and business continuity plans.
- Oversee disaster recovery plan drills and activities to determine if technical criteria is met.
- Enforce processes and systems to ensure all infrastructure systems, platform, data and databases is complying to existing regulatory and organization policy and compliance.
- Serve as an internal change agent to drive IT operations and support process enhancements and innovation.
- Evaluate future technologies and the suitability of software and hardware upgrades and technology solutions.
- Set IT standards and governance through formulating policies, procedures and technical standards for IT operations and support.
- Managing resources and developing capabilities to support operation and project.
- Determine and follow through with corrective action to address non-compliances with SLAs, KPIs and audit finding.
- Participate, lead and oversee the team in audit response and closure of any audit finding.
- Plan, oversee the upgrade of any infrastructure components and tools reaching EOL/EOS.
- Oversee, track and present to management the cost recovery on usage of central IT resources (e.g. Compute, Data Centre facilities, storage and etc.).
- Oversee and streamline the sustainable, effective, and timely recovery of cost from NUS departments that uses central IT resources.
- A relevant university degree with at least 12 years of relevant working experience.
- At least 8 years of relevant experiences in infrastructure architecture and solutioning, infrastructure operation and support, and management of vendors.
- Knowledgeable with strong understanding of various operational and security framework and best practices such as ITIL and ISO27001.
- Strong understanding of IT related services, processes and the governance that encompassed them.
- Good technical knowledge in at least one or more of the following technologies:
- A fast learner and a good team player with passion to apply technology to solve business problems.
- Strong analytical ability and attention to detail with the ability to deep dive when required.
- Process strong communication and interpersonal skills able to communicate with various level of stakeholders.
- Able to prepare presentation slides, proposal and present well on the solution to various level of stakeholders.