ICT Service Delivery Supervisor

Tips: As a CBRE Information & Communications Technology Service Supercisor, you will provide advanced on-site support for ICT and Engineering services within the Data Center environment. You will play a critical role in ensuring the smooth operation and maintenance of IT infrastructure, while also mentoring junior technicians and leading complex projects.

Tanggung jawab

• Coordinate and control the implementation of the Floor Management Data Centre operational functions to ensure that everything goes according to the policy procedures, systems and work plans that have been prepared.
• Directing, analysing and managing operational practices and procedures to ensure floor management data
  center
  functions comply with applicable standards.
• Improving the management of the floor management area maintenance function to ensure the achievement of 100% SLA (Service level Agreement) of Data Centre services that has been agreed with the customer.
• Improving the management of handling emergency conditions (incident handling) and planning changes (change management) that occur in data
  center
  infrastructure devices.
• Improve capacity management and utilization of data
  center
  infrastructure facilities, documentation and reporting.
• Ensuring that the Business Continuity Plan, Disaster Recovery Plan and Security Policy are implemented in operational management and data
  center
  maintenance.
• Ensuring that the raw data required for data center performance reports is achieved 100% as agreed with the customer.
• Receive, review, and complete advanced IT equipment installation, relocation, and decommission requests within timeframes and to industry standards.
• Provide advanced problem-solving support, including server reboots, backups, visual inspections, and complex troubleshooting.
• Escort and oversee third-party engineers, ensuring their compliance with site standards and safety protocols.
• Receive, respond, and assign break and fix tickets within the agreed timeframe, escalating issues when necessary.
• Ensure that on-site documentation, including work-related standard operating procedures, are created, reviewed, and updated whenever there is an instruction or process change.
• Receive, assess, and complete complex patching and de-patching requests.
• Develop and maintain strong working relationships with all members of staff and client representatives.
• Provision and fault diagnosis and rectification of network channel connectivity, installation, relocation, and decommissioning of IT equipment, and general engineering maintenance and housekeeping of critical services.
• Ensure a safe and healthy working environment while maintaining a professional image.
• Use existing procedures to solve complex problems and provide guidance to junior technicians.
• Impact the quality of own work and the work of the team by following defined procedures and processes.
• Work within standardized procedures and practices to achieve objectives and meet deadlines.

Kualifikasi

• Minimum has five years of working experience in related field
• Strong understanding of network infrastructure and network topology.
• Have the ability to manage a team (leadership skills).
• Able to work as a team, actively communicate and coordinate with the team.
• Responsive to emergency calls at uncertain times.
• Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.
• Ability to work with all levels of staff within and outside of ops team and outside the organization.
• Preferably able to speak English orally / in writing
• Having knowledge in configuration server out-of-band management platform such as Dell iDRAC, HP iLO, Huawei iBMC, etc.
• Having knowledge and experience with enterprise operating system installation and troubleshooting is a plus (Windows Server, Linux, UNIX)
• Engineers should have good analytical and problem-solving skills. They should also have excellent written and verbal communication skills.
• Ability to implement, administer, and troubleshoot network infrastructure devices, including wireless access points, firewall, routers, switches, controllers.
• Had experience in network security, LAN and WAN is advantage.
• Ability to create accurate network diagrams and documentation for design even planning network communication systems.
• A self-starter able to work independently but comfortable working in a team environment.
• Ready to relocate on Cikarang site.