Senior Manager (Cloud & Infrastructure) / IT & Services

[What the role is]

[What you will be working on]

• Operations Management – Responsible for maintaining the various IT infrastructure components such as GCC Azure and related services, GCC AWS and related services, Firewalls, load balancers, Network Switches and Routers, MS Teams and Telephony features, MS Intune, MS Teams, M365 Admin Portal, MS Windows/Office, Google Workspace, MS Power Automate/Platform, Copilot, etc. TP leverages these infrastructure and applications; hence, there is a need to ensure smooth operations, make changes and troubleshoot issues as required.
• Technology Management – Familiar with M365 platforms, Government Commercial Cloud (GCC) platforms, Azure, AWS, Google Workspace. Experience in the administration of these environments and keep abreast of new developments that may impact TP. Recommend changes, new capabilities, retirement etc. as technologies continue to evolve. Have experience in AI, automation, and constantly explore opportunities to enhance client services, improving user satisfaction.
• Application Management – Work closely with application and security teams to fine-tune the technical setup, resolve issues and plan for constant IT upgrades and improvements on end-user-related services.
• Risks, Audits and Contract Management – Ensure compliance of infra and cloud solutions, engage with internal security team and auditors as necessary where queries arise. Conduct regular risk assessment/acceptance for solutions and meet review timelines. Oversee 3rd party vendors, manage contracts and ensure specifications are met and address issues that may surface.  
• Project Management – Review new capabilities and assess if relevant to Temasek Polytechnic, initiate new projects, drive new capabilities, set the scope, and outcomes to be achieved in the process of enhancing TP digital productivity workspace. Work with vendors (if applicable) on the rollout, manage users’ experience and ensure that the team is able to constantly learn and upgrade skillsets to be relevant to the organisation’s needs. Ensure tight integration and interoperability across end devices, on-premise and cloud platforms.
• Team Management – Oversee the TP and vendor teams to ensure that service standards set are met. Look into continual improvements in infra, cloud and end-user space, collect relevant usage data, set and drive operational standards and processes. Understand team members’ aspirations, look to stretch individuals to their potential, provide opportunities where possible, and provide guidance in running both operations and projects if needed.
• Joint IHL representation and coordinator – Represent TP in Joint IHL projects (with other Polytechnics and ITE) in application-related projects related to infra and end-user computing environment as and when required.
• Organisation and Department team player – Work closely with internal teams to ensure that policies and standards on TP devices are adhered to; follow up on issues arising related to infra, cloud and end-user platforms. Take ownership of incidents and escalations and work closely with relevant teams for prompt resolution. Investigate breaches in SLA, implement corrective actions and maintain a high level of user satisfaction in IT services. Part of the departmental management team, work closely with peers to set the IT roadmap, participate in project planning, IT policies coordination, etc.

[What we are looking for]

• Qualifications in Computer Science or related fields with at least 10 years of IT working experience, of which at least 5 years of dealing with end users, and 3 years in team management.
• Azure/AWS certifications, ITIL4 certifications.
• Proven project and user management skill sets.
• Possess good problem-solving and analytical skills.
• Able to work independently and as a team player.
• Good verbal, written communication and presentation skills.
• Relevant industry certification(s) such as MS Azure administrator certification or Project Management Professional (PMP)