Job Description

Why choose Logicalis?          

  

As Architects of Change, Logicalis' focus is to design, support and execute clients' digital transformation by uniting their vision with their technology expertise and industry insights. The company, through its deep understanding of key IT industry drivers such as security, cloud, data management and IoT, can address customer priorities such as revenue growth and business, operational efficiency, innovation, risk and compliance, data governance and sustainability. 
 

We strengthen our purpose: to design, support, and execute our customers' digital transformation by converging their vision with our technological expertise and knowledge of the industry. The brand refresh underpins both the evolution of Logicalis’ positioning as well as our strategic vision for growth. 

Accountabilities:
 

Single Point of Contact for Logicalis customers and be available for all major operational events and escalations.Driving Day-2 team on technical grounds to align with customer expectations and committed timelinesHaving a meticulous eye for details towards planning, monitoring and delivery of operations tasks timely and successfully.Understand the support contract types for each customer and deliver service based on their agreed scope and SLA.Understand the process and practices related to support Tools, Templates and Standard Operating Procedures.Building relations with vendors and partners for product support problems and managing customer expectations accordingly.Driving all escalations on technical grounds and manage customers accordingly for the resolutions.Maintain team bonding with all the support engineers and mentoring on support delivery.Build and develop standard operating procedures, technical documentation, knowledge base.Work closely with GNC Day 2 team to facilitate the fast respond and resolution of all opened incident tickets based on the severity and agreed SLA for each severity.Ability to conduct post-mortem and root cause analysis to clearly identify the issue and develop prevention plan/strategy is a key requirement.Proficient in producing RCA reports for all high severity/priority incidents and presenting customer with confidence.Conduct weekly and monthly service review sessions with customers and recommend areas of improvement.Involve actively with cross-function teams to engage and co-ordinate to represent Logicalis as One and improve support functionality.Constantly find ways of improvement for both internal and external parties

The Individual and their Experience:

Degree in IT or relevant discipline with at least 5 years of Service Delivery experience in the IT industryIntermediate level of understanding on Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, NAC, etc.Proven track record of leading operations and customer management with effective communication and presentation.Strong, smart-working attitude with ability to work well under pressure and high demanding customer environment during crisis.Ability to clearly articulate technical issues to both technical and non-technical audiences, executives and explain their impact on business both Logicalis and customer management.Out-of-box thinking is mandatory during escalations to manage customer, vendors, technical teams for setting right expectations and finding quick resolutions.Proficient in communicating and written skills in EnglishProficient in writing Incident Reports, RCA and general reporting for QBRs.Good understand of Microsoft Azure cloud technologiesCandidate with ITIL Foundation certified.

Interested applicants please submit your application with your expected salary and notice period to be considered for the role.

We regret that only shortlisted candidates will be notified.

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https://ap.logicalis.com/sites/default/files/2022-10/PIMS-A7.3-01%20Attachment%20I%20DP%20Notice%20for%20Job%20Applicants_updated9sept22.pdf.