Information Technology Operations Manager

Job Title: IT Operations Manager

Location: Remote for candidates in the Eastern Time Zone only

Start Date: September 16, 2024

Contract Length: 12 months with the possibility of extension.

Pay Range: $76,800 to $120,000 per year (*W2 Candidates Only)

Singtel is Asia’s leading communications technology group, operating in one of the world’s fastest growing and most dynamic regions. Together with Optus and our regional associates Airtel, AIS, Globe and Telkomsel, we have a presence in 21 countries. Besides core telecom services, we provide an extensive range of digital solutions. This includes cloud, cyber security and digital advertising to enterprises as well as entertainment and mobile financial services to millions of consumers.

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.

Purpose of the Job

• Manage daily support of the organization's information technology activities
• Meet customer requirements and Service Level Agreements
• Ensure systems, services, and infrastructure work reliably and securely
• Lead teams in developing and implementing networks and servers, responding to user help desk requests, and monitoring system stability and performance
• Provide guidance and leadership to the service team
• Directly support end users by handling escalations, resolving issues, and monitoring business-critical systems to prevent delays and outages

Key Responsibilities

Project Delivery:

• Serve as the focal point for operational support queries and issues
• Review transition plans, enhancement milestones, and deliverables with support teams and customers
• Conduct regular reviews with the support team to ensure all tasks and deliverables meet service levels
• Ensure regular reviews of services provided (SLAs and KPIs) to maintain alignment with customer expectations
• Escalate any 'out of scope' variations or critical issues to Program Director/SDD/SDM
• Review service request/enhancement effort, schedules, and risk plans
• Identify and raise resource requirements
• Monitor and report project health status

Customer/ Vendor Management:

• Liaise with third-party vendors, customer technical teams, and interfacing application team leaders to ensure smooth BAU support operations
• Provide effective communication on services delivered to the customer, including timely operational reports

Business Development:

• Proactively identify opportunities for service expansion or improvement
• Gather operational information for opportunity development

Team Management:

• Delegate operational tasks effectively with clear instructions and goals
• Plan, track, and monitor tasks assigned to team leaders/members
• Participate in leadership activities, providing performance feedback and developmental coaching
• Monitor and improve team performance through leadership and coaching

Services Availability:

• Monitor IT infrastructure for irregularities and performance issues
• Assess data, error logs, and reports to determine areas for improvement
• Recommend necessary upgrades or changes

Qualifications

Required:

• Bachelor's Degree in Computer Science, Information Technology, or equivalent
• At least 3 years of relevant experience managing IT infrastructure operations
• Demonstrated ability in process enhancement
• Strong verbal and written communication skills
• Excellent problem-solving skills

Preferred:

• ITILv3 Foundation certification or similar.

The salary range for this position reflects a comprehensive evaluation of various factors influencing compensation decisions, such as skill sets, experience, training, licensure, certifications, and more. A reasonable estimate of the current range is $76,800 to $120,000.

Singtel is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy), gender, national origin, citizenship, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.