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ROLE DESCRIPTION SUMMARY
Thales is seeking suitable candidate for the position of Engineer (System Management)
You will be looking after the governance of the infrastructure and systems for mission-critical Command and Control (C2) system that Thales Solutions Asia (TSA) have developed for government agency. You will be part of a team to manage the overall operations of the system, specifically in System & Ops Support Management, Contract Management, Project Management, Supply Support Management, Modification and Configuration Management, Engineering Support Management and Budget Management.
KEY ACTIVITIES AND RESPONSIBILITIES
As a System Management Engineer , you are accountable for:
Carry out system management and staffing efforts to support Operation & Support (O&S) activities required to maintain the systems’ Service Level Agreement (SLA) and operations like:
- Contract management by carrying out contract activities (e.g., contract variations request) that involve contract types such as hardware maintenance contracts, software license contracts and procurement of the security certificate.
- Ensure vendor meet SLA and abide to contractual obligations. And to support the administrative process for any non-conformance to vendor’s contract obligation, including:
- System health monitoring, monitoring of system uptime and downtime.
- Escalate issues according to process.
- Manage and update any system incidents and update stakeholders.
- Sites support for all locations of the project.
- Patching:
- Ensure patches are tested and verified before seeking approval for patching downtime.
- Communicate system downtime to all stakeholders.
- Ensure system availability after patching is completed.
- Review and implementation of Change Requests (CR) including requirement specifications, preparation, review and finalizing of CR/ solution from vendors, updating and seeking approval of CR from system owners, monitoring of CR progress, witnessing change completion and update of CR for closure.
- Support procurement like raising requests and queries for procurement, maintenance, service master contracts and service charges in bulk tender.
- Support power servicing ops, ensure power supplied are according to diagram, inform stakeholders, ensure power resumes and system availability.
- Obsolescence management – software licenses, hardware, OS and certificates.
- Manage Technical Refresh based on the asset lifespan, including GPC/OPC, Services and Infrastructure Migrations
- Review and track tech refresh timeline.
- Support the submission of security clearance for related vendors.
- Support the audit of Authority Furnished Spares for related vendors.
- Support activities such as baseline review and management, including operation and maintenance manual review.
- Providing technical advice and project management recommendations.
- Support invoice verification, budget monitoring and forecasting for areas such as services/products, event support, system enhancement, CR and ad-hoc jobs.
- Review and update of the documentation such as project handbook, meeting minutes and other system documents from vendor (e.g.: troubleshooting, user and operational guides.).
- Perform other related duties as assigned or requested
KEY KNOWLEDGE AND EXPERIENCE
To be successful in your role, you will have demonstrated and/or acquired the following knowledge and experience:
Preferred Skills and Experience:
- Working hours will be 0830 hrs to 1800 hrs (for Monday to Thursday) and 0830 hrs to 1730hrs (for Friday), excluding weekends and Public Holidays
- Outside of working hours, to provide online support via emails and group chats when required based on the priority and severity of issues related to the system
- Able to cope in a highly pressured fast-paced environment
- Prior working experience in operations or project management
- Able to understand the system and software architecture, and user operations environment
- Willingness to pick up any new technologies
Education
Diploma or Bachelor’s Degree in InfoSec/ Information Technology / Information Systems / Business IT or its equivalent
Relevant professional certifications, such as ITIL
Experience
Minimally 1-2 years of experience in Operations Support or Project Management and supporting mission critical systems with very stringent SLA e.g. 99.9%
Well-versed in operations best practices
Well-versed in IT Service Management (ITSM) standards, processes, guidelines and best practices
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