Total 26 job vacancies by Pccw Solutions Insys Pte. Ltd.

Job Summary:

We are seeking an experienced Project Manager to lead the delivery of enterprise application implementation and system integration projects within a client-facing System Integrator (SI) environment.

This role is accountable for end-to-end delivery outcomes including scope, schedule, cost, and service readiness. The Project Manager is expected to operate independently in complex, multi-vendor environments, driving execution across distributed teams and ensuring delivery commitments are met without the need for close supervision.

The role involves managing internal delivery teams, offshore development partners, and multiple technology vendors, while maintaining strong governance, stakeholder alignment, and control over project scope and risks.

Key Responsibilities:

Project Delivery

• Lead end-to-end delivery of application implementation and system integration projects, including both COTS platforms and customized application development.
• Drive delivery to meet committed scope, schedule, cost, and quality baselines.
• Develop and manage detailed project plans, milestones, and resource allocation across workstreams.
• Manage project financials including budget tracking, cost control, and forecast accuracy.
• Ensure delivery aligns with contractual scope and commitments, while managing the commercial impact of scope changes, delays, and risks

Stakeholder & Client Management

• Serve as the primary delivery interface between project teams and client stakeholders.
• Lead and facilitate governance forums including Steering Committees and Working Group meetings.
• Provide structured and transparent reporting on project status, risks, issues, and key milestones.
• Engage senior stakeholders effectively to drive decisions, resolve issues, and maintain delivery momentum.

Vendor Management

• Manage delivery involving multiple solution providers, subcontractors, and offshore development teams.
• Hold vendors accountable for delivery timelines, quality, and outcomes through structured governance.
• Proactively manage and resolve vendor-related delivery risks and escalations.

Governance & Risk Management

• Maintain and enforce project governance artefacts including RAID logs, project plans, milestone tracking, and reporting.
• Proactively identify, assess, and manage risks, issues, and dependencies impacting delivery.
• Drive structured change management processes including impact assessment, effort estimation, and formal approvals.
• Ensure all scope changes are controlled, tracked, and aligned with contractual agreements.

Testing & Deployment

• Oversee and govern testing activities including system integration testing (SIT) and user acceptance testing (UAT), ensuring alignment to project timelines and quality expectations.
• Work closely with Test Lead / QA teams to ensure test planning, execution, and defect management are properly managed.
• Drive deployment planning and execution readiness across all stakeholders.
• Ensure structured transition to Day 2 operations including documentation, knowledge transfer, SLA alignment, and service readiness validation.

Requirements:

Experience

• Minimum 8–10 years of experience in IT project management, with strong exposure to enterprise application implementation and system integration projects.
• Proven experience delivering both COTS platform implementations and customized application development.
• Experience operating within a System Integrator (SI) delivery environment.
• Strong experience managing distributed delivery models including onshore and offshore teams.
• Experience managing multi-vendor delivery environments involving external partners and subcontractors.
• Experience managing client-facing delivery engagements involving senior stakeholders.
• Experience working within Singapore Government project environments, including governance and compliance expectations.

Technical Exposure

• Good understanding of enterprise IT environments including applications, integrations, and supporting infrastructure.
• Understanding API integrations, data flows, and system interoperability.
• Ability to engage effectively with architects, developers, and technical specialists.
• Familiarity with cloud platforms such as AWS, Azure, or equivalent environments is advantageous.
• Exposure to modern application architectures (e.g., microservices) is a plus.

Certifications

• PMP, CITPM, PRINCE2, or equivalent project management certifications (mandatory).
• Agile certifications such as CSM, PSM, or ACP (preferred).

Key Competencies

• Strong ownership mindset with accountability for end-to-end delivery outcomes
• Ability to operate independently in complex, fast-paced delivery environments
• Strong application delivery and system integration project management capability
• Effective vendor and partner management with ability to enforce accountability
• Strong risk, issue, and change management discipline
• Excellent stakeholder management and communication skills at senior levels
• Ability to manage distributed onshore and offshore teams
• Strong technical appreciation to engage engineering teams effectively
• Ability to drive delivery across business, application, and infrastructure workstreams

LPS is seeking a highly skilled Cloud Database Administrator (Cloud DBA) with strong expertise in AWS RDS and cloud-native database management. This role is integral to the stability, performance, and security of cloud database environments supporting government applications.

The Cloud DBA will provide Level 2 operational support, contribute to automation, and ensure alignment with cloud compliance frameworks including GCC and GCC+.

Key Responsibilities:

• Administer and support production and nonproduction AWS cloud databases (RDS, DynamoDB, Aurora).
• Implement and manage backup and recovery procedures, replication, and high-availability configurations.
• Ensure all database systems comply with encryption standards and government-mandated frameworks (GCC/GCC+).
• Collaborate with internal teams for user/vendor coordination, schema changes, and query optimisation.
• Identify and assess vulnerabilities; prioritise patching based on risk, severity, and business impact.
• Monitor database performance via CloudWatch, Performance Insights, and Trusted Advisor; address tuning requirements.
• Design and maintain secure, scalable database infrastructure using CloudFormation and Lambda.
• Perform Account Baseline Reviews (ABLR) and periodic Account Reviews to validate and clean up database access.
• Provide 24×7 L2 operational support for database-related incidents and service requests.
• Maintain SHIP-HATS JIRA logs for task tracking and incident resolution documentation.

Requirements:

Experience:

• 7+ years in database administration; minimum 3 years in AWS and RDS environments.
• 3–5 years managing SQL-based databases in enterprise or government contexts.

Technical Skillsets:

• Hands-on experience with MySQL, PostgreSQL, and SQL Server.
• Solid grasp of Amazon RDS and native AWS monitoring tooling.
• Exposure to GCC/GCC+ environments and WOG compliance standards is highly preferred.
• Technical Skills ▸ Proficient in Python and Bash scripting for automating database operations.
• Strong troubleshooting skills: connectivity, performance bottlenecks, replication issues.
• Familiarity with database clustering, sharding, and high-availability architectures.
• Experience securing cloud data assets in line with government compliance policies.
• Working knowledge of AWS CloudFormation, Lambda, IAM, and CloudWatch.

Certifications:

• AWS Certified Database – Specialty (required).
• AWS Certified Solutions Architect – Associate (required).
• Microsoft Certified: Azure Database Administrator Associate (preferred).

The Service Delivery Manager (SDM) is responsible for overseeing the end-to-end delivery and management of digital workplace services, ensuring SLAs, XLAs, customer satisfaction, and operational efficiency. This role involves working closely with cross-functional teams, including Service Desk, Deskside Support, IT Service Management, IT Innovation & Governance to drive high standards in service delivery and continuous improvement.

Key Responsibilities:

• Service Delivery Management - Manage the delivery of digital workplace services across client’s end user environments, ensuring alignment with SLAs, XLAs and customer expectations. Oversee the daily operations of environments, including asset management, incident management, change control, and problem resolution.
• Act as the primary point of contact for clients, addressing their needs, concerns, and requests promptly and professionally.
• Proactively identify issues and work with the respective teams to resolve incidents and perform root cause analysis. Collaborate with IT Innovation and Governance team to drive adoption towards AI-assisted service delivery model for cost efficiency.
• Stakeholder and Client Engagement- Conduct regular service reviews with clients, providing insights on operational health, upcoming changes, and performance metrics. Build and maintain strong relationships with client stakeholders, acting as an advisor and advocating for client needs internally. Coordinate with internal teams to ensure service adjustments meet evolving client requirements.
• Resource and Capacity Management - Oversee resource allocation and capacity planning to ensure optimal service delivery and performance. Ensure resource adjustments are made in response to forecasted demand and workload trends.
• Governance, Compliance, and Security - Ensure that cloud services comply with external stakeholders policies, standards, and external regulatory requirements.
• Reporting and Documentation - Provide detailed service delivery reports, tracking SLAs, XLAs, KPIs, and incident metrics. Maintain documentation related to operational procedures, knowledge management and incident records.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience: At least 7 years in service delivery management in digital workplace services.
• ITIL v4 Foundation

Technical Expertise:

• Strong understanding of IT Service Management tools such as ServiceNow, digital employee experience tools such as Tanium DEX, 1E Taychon, Nexthink, endpoint management MS InTune,
• Including monitoring tools like CloudWatch, Azure Monitor, or equivalent. Familiarity with DevOps practices, incident management, and ITIL processes.
• Experience in cost management, budget tracking.
• Knowledge of agentic AI, digital employee experience automation tools and frameworks to enhance service efficiency.

Soft Skills:

• Excellent communication, analytical, leadership, and client relationship management skills.

Summary:

The Service Delivery Director is a key leadership role responsible for overseeing the successful delivery of digital workplace solutions to a diverse portfolio of public and private sector clients. This role demands a strong understanding of ITIL practices, digital transformation and digital employee experience, a deep technical background across various technologies (including ServiceNow ITSM, Tanium DEX, endpoint management) to provide AI-driven service along with exceptional leadership and communication skills.

Responsibilities:

Service Delivery Management

• Lead and manage the service delivery teams responsible for application maintenance, cloud (public, private, hybrid), digital workplace services, and on‑premises infrastructure services.
• Ensure services are delivered in accordance with contractual obligations, meeting or exceeding service level agreements (SLAs) and experience level agreements (XLAs) for digital employee experience.
• Develop and implement service delivery strategies, processes, and procedures to optimize efficiency, effectiveness, and end‑user experience across all digital channels (service desk, self‑service, virtual agents, and workplace support).
• Oversee incident, problem, and change management processes, ensuring timely resolution, minimal disruption to clients, and effective use of AIOps for early detection, noise reduction, and automated remediation.
• Conduct regular service and experience reviews with clients to assess performance, DEX metrics, and AI/AIOps value realization, identify areas for improvement, and foster strong relationships.

Digital Workplace, Transformation & Experience

• Champion the digital workplace and drive the adoption of modern workplace services, tools, and operating models that enhance productivity and collaboration for end users.
• Lead digital transformation and experience initiatives in partnership with client stakeholders, ensuring alignment to the client’s digital roadmap, ITSM processes, and service level commitments.
• Drive continuous improvement of digital employee experience by leveraging analytics, DEX tooling, end‑user feedback, and journey mapping to prioritize and implement experience‑focused enhancements.
• Promote and govern the use of AI‑powered support capabilities (e.g., virtual agents, knowledge‑driven self‑service, AI‑assisted support) to increase automation, ticket deflection, and first‑contact resolution.
• Define and track KPIs and experience‑centric measures (such as DEX scores, self‑service adoption, and AI/AIOps benefit realization) and incorporate them into regular reporting and governance.

AIOps, Automation & Innovation

• Work closely with AI Innovation and Service Governance lead to own the strategy and roadmap for AIOps adoption across monitoring, event management, incident response, and capacity/availability management.
• Ensure AIOps platforms are integrated with ITSM, monitoring, and observability tools to provide actionable insights, predictive analytics, and automated remediation where appropriate.
• Identify, prioritize, and implement automation opportunities across service desk, workplace, deskside support to improve speed, quality, and consistency of service delivery.
• Collaborate with architecture, engineering, and operations teams to ensure solutions are robust, scalable, secure, and designed for observability and AI‑assisted operations.
• Lead periodic innovation and improvement reviews with clients to present new use cases, proofs of value, and incremental enhancements in digital workplace, DEX, AI, and AIOps.

Team Leadership

• Mentor, motivate, and foster cross‑functional collaboration between service desk, deskside support, digital workplace support and ITSM teams.
• Provide guidance, coaching, and development opportunities to team members in ITSM, digital workplace, DEX practices, and AIOps/automation capabilities.
• Foster a culture of collaboration, accountability, innovation, and continuous improvement focused on user‑centric and experience‑centric outcomes.

Client Relationship Management

• Build and maintain strong relationships with key client stakeholders, including business, IT, and digital workplace leaders.
• Serve as a trusted advisor, providing strategic guidance and recommendations on technology solutions, digital workplace strategies, and AI/AIOps‑enabled service models.
• Proactively address client concerns and escalations, ensuring timely and effective resolution and clear communication of improvement actions and experience outcomes.

Financial Management

• Contribute to the development and management of service delivery and digital workplace budgets.
• Monitor and control costs, identifying opportunities for optimization through automation, AI/AIOps, and improved service design.
• Track and report on key performance indicators (KPIs) and DEX metrics related to service delivery, transformation outcomes, and value realization.

Qualifications

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related field; Master’s degree preferred.

Experience

• 10+ years of progressive experience in IT service delivery, with at least 5+ years in a leadership role.
• Proven track record of successfully delivering a, digital workplace, and on‑premises infrastructure services to public and private sector clients.
• Experience managing large, complex IT environments and leading digital transformation or digital workplace initiatives with measurable improvements in digital employee experience.
• Experience with ITIL framework and best practices and with the adoption of AI, automation, and AIOps in IT operations and support.

Certifications

• ITIL v4 Foundation (required).
• ITIL v4 Managing Professional (preferred).
• Certifications in digital workplace, ITSM tools, or AIOps/observability platforms are advantageous.
• Project Management certifications (PMP) are a plus.

Skills

• Excellent leadership, communication, and interpersonal skills.
• Strong analytical, problem‑solving, and decision‑making abilities, with the ability to interpret operational, experience, and AIOps insights.
• Ability to work effectively in a fast‑paced, demanding environment and drive change across multiple stakeholder groups.
• Ability to manage multiple projects and priorities simultaneously across traditional and digital workplace domains.
• Strong understanding of IT security best practices and data protection considerations for digital workplace and AI‑enabled services.
• Good understanding of organizational change management practices.

The ServiceNow AI Innovation & Process Governance Lead is responsible for driving the adoption, governance, and continuous expansion of AI-enabled digital workplace capabilities.

The role works closely with service delivery leadership to implement AI capabilities such as ServiceNow Now Assist, Agentic AI workflows, and Digital Employee Experience (DEX) automation, improving ticket deflection, service efficiency, and user experience.

Operating within the AI Transformation & Automation Hub, the role governs AI adoption across service operations, ensuring solutions are implemented in a secure, controlled, and outcome-driven manner aligned with client’s transformation roadmap.

Key responsibilities

• Support client stakeholders to deliver the enterprise AI innovation roadmap, aligned to business strategy, digital transformation, and operations priorities.
• Work with domain experts to identify, qualify, and prioritize AI/automation use cases across functions (operations, service delivery, customer experience, back office), including GenAI, copilots, intelligent workflows, and analytics.
• Lead discovery and design workshops with business and IT stakeholders to translate problem statements into AI-enabled solution concepts, PoCs, and scalable patterns.
• Establish and maintain the AI governance framework covering use‑case intake, risk assessment, approvals, model lifecycle controls, and compliance with internal policies and regulations.
• Ensure guardrails for responsible AI (data usage, security, privacy, bias, explainability, human-in-the-loop) are embeded into processes, templates, and technical platforms.
• Set enterprise standards for AI and automation process design, documentation, and change control (playbooks, SOPs, process maps, RACI, decision trees).
• Design and run intake, evaluation, and approval processes for new AI initiatives, ensuring alignment to architecture, security, and risk guidelines.
• Drive Digital Employee Experience (DEX) strategy, governance, and reporting to support data-driven service improvements.
• Define KPIs and scorecards to track AI portfolio value (productivity, experience, quality, risk reduction) and process maturity/compliance across domains.
• Lead cross-functional change management for AI adoption with client stakeholders, including communications, training, and stakeholder engagement for new ways of working.
• Ensure integration of AI solutions into existing ITSM and transform operational processes (incident, problem, change, knowledge, request) to new ways of working, including operating model and RACI updates.
• Oversee the creation and maintenance of a central repository of AI use cases, models, process assets, standards, and lessons learned.
• Assess external trends, regulatory developments, and vendor capabilities supported by domain experts to continuously evolve internal AI and process governance practices.

AI Innovation & Automation

• Provide the framework to ensure AI innovation and orchestration outputs are aligned with AI transformation roadmap goals.
• Identify and prioritize automation and AI use cases across ITSM processes including incident, request, and service operations.
• Design end-to-end orchestration with domain experts to achieve proactive detection, auto-remediation and smart routing of issues to reduce human interventions.
• Scale and refine workflows to unlock automation benefits with each level of AI maturity and adoption level.
• Enable capabilities such as AI-assisted service desk operations, intelligent ticket routing, self-service automation, and proactive remediation.
• Work with service delivery teams to improve operational outcomes including ticket deflection, MTTR reduction, and service automation coverage.

AI Governance & Responsible AI

• Establish governance and oversight for AI-enabled service operations, ensuring compliance with security, privacy, and operational risk controls.
• Implement governance mechanisms including role-based access controls, auditability of AI actions, and human-in-the-loop approvals.
• Monitor AI performance, model effectiveness, and operational outcomes to ensure AI capabilities remain reliable, safe, and aligned with business objectives.

ITIL Process Governance

• Own ITIL process governance for incident, request, problem, change, knowledge, CMDB, and service level management practices.
• Define process policies, RACI, standards ensuring clear accountabilities across teams.
• Embed AI/automation into ITIL processes (triage, routing, remediation) with safeguards.
• Ensure that process docs (maps, SIPOCs, SOPs) are kept current, versioned, auditable.
• Analyse ITSM KPIs/SLAs/OLAs (MTTR, FCR, change success) and drive off-track improvements.
• Mitigate process risks (e.g., unauthorized changes, poor routing) via controls/training.

Knowledge & Self-Service (KCS)

• Build Knowledge-Centred Service framework for AI-powered self-service.
• Create/maintain validated KB articles enabling self-resolution and automation.
• Use KCS analytics to identify high-value automation opportunities.
• Ensure continuous improvement keeps self-service/automation current/scalable.

Stakeholder management

• Work closely with CDO/CIO/CTO, business leaders, risk, legal, compliance, and security to align AI initiatives with enterprise strategy and risk appetite.
• Partner with service delivery, operations, and product teams to embed AI into day‑to‑day workflows and ensure sustainable ownership post‑implementation.
• Collaborate with architecture and platform teams to standardize on approved AI platforms, tools, and patterns, avoiding fragmentation and shadow IT.
• Engage with HR and Learning teams to design capability-building programs on AI literacy, responsible AI, and standardized process practices for different role groups.
• Manage relationships with key AI, cloud, and automation vendors, ensuring solutions comply with governance requirements and contractual obligations.

Required experience and qualifications

• Bachelor’s Degree in Information Systems, Computer Science or equivalent.
• At least 10 years’ experience in IT/digital/AI/service management with 5+ years leadership role.
• Experience working with ServiceNow Now Assist, Agentic AI workflows, or AI-enabled ITSM automation platforms.
• Led AI/automation/DEX initiatives end-to-end in large scale end user computing environments using tools such as ServiceNow and Tanium DEX.
• Strong background in process management or ITSM (e.g., ITIL, BPM, Lean/Six Sigma), including designing and governing cross-functional processes.
• Practical understanding of AI/ML concepts, GenAI, data platforms, and MLOps practices (model lifecycle, monitoring, retraining, observability).
• Experience establishing governance frameworks, policies, and standards, preferably covering technology, data, risk, or compliance domains.
• Proven ability to lead cross-functional teams and influence senior stakeholders without direct authority.
• Excellent communication skills, with the ability to explain complex AI concepts and risk considerations in business language.

Competencies and attributes

• Strategic and innovative mindset with strong analytical and problem-solving skills.
• Strong governance orientation, with attention to detail in controls, documentation, and auditability.
• High level of stakeholder empathy and change leadership capability to drive behavior change and adoption of new processes.

We are seeking a highly skilled and motivated Network L2 Engineer to join our ICT Infrastructure team. As a Network L2 Engineer, you will be responsible for the day-to-day operation and maintenance of our network infrastructure, which includes Palo Alto and Check Point firewalls, Cisco switches, Alcatel, Aruba ClearPass Policy Manager (CPPM), and other related devices. You will play a critical role in ensuring the availability, performance, and security of our network services.

Key Responsibilities:

1. Network Maintenance and Support

• Perform routine maintenance tasks on LAN and WLAN network devices, including firmware updates, patches, and configurations.
• Troubleshoot and resolve network issues, ensuring minimal downtime.
• Monitor network performance and proactively address bottlenecks or anomalies.

2. Firewall Management

• Configure, manage, and maintain Palo Alto and Check Point firewalls to ensure network security.
• Implement and maintain firewall policies to control traffic and protect against threats.

3. Switch Management

• Configure and manage Cisco switches, ensuring optimal performance and network segmentation.
• Troubleshoot and resolve LAN/WAN connectivity issues.

4. Access Control and Authentication

• Administer Aruba ClearPass Policy Manager (CPPM) for user authentication and access control.
• Ensure compliance with security policies and standards.

5. Documentation

• Maintain accurate and up-to-date network documentation, including diagrams, configurations, and asset inventory.

6. Collaboration

• Collaborate with other teams, including system administrators and security experts, to achieve common network goals.

7. Security Compliance

• Ensure that network configurations and policies comply with industry best practices and security standards.

We are seeking a Data Analyst with 3-4 years of hands-on industry experience in Power BI analytics, data modeling, and business insight delivery, supported by strong Python capability for data preparation, analysis, and automation.

This role is primarily focused on building and owning enterprise-grade Power BI dashboards used by stakeholders. The candidate must have delivered real production analytics solutions.

Power BI Development & Analytics

• Design, develop, and maintain Power BI dashboards and reports for KPIs and operational insights.
• Build robust data models (star schema, relationships, calculated tables).
• Develop advanced DAX measures and optimize for performance and usability.
• Implement Row-Level Security (RLS), refresh schedules, and governance best practices.
• Troubleshoot data quality issues, refresh failures, and performance bottlenecks.
• Own dashboard lifecycle: requirements → build → UAT support → deployment → enhancements.

Data Analysis, Automation & Preparation (Python + SQL)

• Use Python to clean, transform, and analyse datasets (e.g., pandas, numpy) and to automate recurring analysis/reporting tasks.
• Use SQL to extract, validate, and reconcile data across systems.
• Create reusable data preparation scripts and support dataset readiness for reporting.
• Perform root-cause analysis and explain “why” behind trends, not just “what”.

Data Storytelling & Executive Reporting

• Translate analysis into clear, actionable business insights.
• Produce professional PowerPoint decks that communicate trends, risks, and recommendations.
• Present insights to both technical and non-technical stakeholders with clarity.

Backend & Integration Support

• Support integration work using Node.js (e.g., REST APIs, data services, connecting to internal systems).
• Build or maintain simple services/scripts to enable data movement or analytics integration.
• Must be based on real implementation experience (not academic-only).

AI/ML Exposure

• Experience with machine learning algorithms and tools (e.g Pytorch, R, scikit-learn, TensorFlow, Python).
• Apply basic models where useful (forecasting, anomaly detection, clustering) using Python libraries.
• Understand how predictive outputs can be operationalized into dashboards.

• Perform day to day Administration task of tools.
• Preform periodic version upgrade of tools.
• Work with Security team to fix vulnerabilities identified in tools (monthly basis).
• Facilitate investigation of complex technical issues.
• Identify and escalate issues and work with vendors till issue closure, provide RCA.
• Monitor instructions received or sent via internal monitoring system.
• Perform health checks, system connectivity, consistency and data integrity.
• Perform tools functionality post validation tasks after monthly server patching
• Working with Server/Network/DB teams to on-board and configure devices in monitoring systems, APM and Patch management system.
• Create Custom Reports and dashboards in monitoring tools based on requirement.
• Configure custom alerts and actions based on requirement.
• Perform monthly automated patching for customer environment.
• Create custom reports in Log management System based on Security team’s requirements.

Requirements:

• Knowledge in

1. Tools: SolarWinds and BMC
2. Operating Systems: Windows Server 2012, Windows Server 2016, RHEL6.x,7.x,7.x Database: MSSQL 2014, MSSQL 2016
3. Virtualization: ESX, Nutanix
4. Application Platforms: JAVA, .NET

• Basic Networking Knowledge

The IT Change Analyst is responsible for governing, coordinating, and continuously improving the IT Change Management process to ensure changes to IT systems and services are delivered with minimal risk and disruption. This role works closely with infrastructure, application, security, and business stakeholders to ensure changes are properly assessed, approved, implemented, and reviewed in line with ITIL standards.

Key Responsibilities:

1. Change Management Governance

• Own and manage the end-to-end IT Change Management process in accordance with ITIL best practices
• Ensure all changes (standard, normal, and emergency) are properly logged, assessed, approved, implemented, and reviewed
• Enforce compliance with organizational policies, regulatory requirements, and audit standards

2. Change Advisory Board (CAB)

• Plan, coordinate, and facilitate Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings
• Prepare change schedules, impact assessments, and risk evaluations for CAB review
• Ensure timely decision-making and clear communication of approvals or rejections

3. Risk & Impact Management

• Assess technical, business, and operarional risks associated with proposed changes
• Identify potential service impacts, dependencies, and rollback plans

4. Stakeholder Coordination

• Proven ability to manage stakeholders and coordinate across multiple teams and departments.

• Act as the central point of contact for change-related communications
• Collaborate with application teams, infrastructure teams, vendors, and business owners
• Ensure change schedules are communicated clearly to all affected stakeholders

5. Change Quality & Continuous Improvement

• Monitor change success rates, failures, and emergency changes
• Conduct Post-Implementation Reviews (PIR) and drive corrective actions
• Analyze change trends and recommend process improvements
• Maintain accurate change documentation and reporting

6. Tools & Reporting

• Manage change records using ITSM tools (e.g., ServiceNow)
• Produce regular reports and KPIs such as change success rate, failed changes, and unauthorized changes
• Support audits by providing evidence and documentation related to changing activities

We are seeking a Network Operations Center (NOC) Engineer to join our Service Delivery team. This role serves as the first line of defense for IT operations, responsible for real-time monitoring, incident detection, initial troubleshooting, and coordination to ensure high availability and reliability of IT services. This NOC Engineer plays a critical role in maintaining operational stability across infrastructure, networks, applications, and cloud platforms by responding to alerts, managing incidents, escalating issues, and ensuring compliance with Service Level Agreements (SLAs). The role also supports continuous service improvement through reporting, trend analysis, and process adherence aligned with ITSM and ITIL practices.

Job Responsibilities:

1. Command Center & Monitoring Operations

• Monitor enterprise IT infrastructure, network, applications, and cloud environments using centralized monitoring tools.
• Detect, log, and respond to system alerts, events, and alarms in a timely manner.
• Perform initial diagnosis and troubleshooting to identify root causes and apply known fixes or workarounds.

2. Incident Management

• Act as the first-line responder for IT incidents, ensuring accurate logging, categorization, prioritization, and escalation.
• Coordinate with internal IT teams, vendors, and service providers for incident resolution.
• Provide regular incident updates to stakeholders and ensure incidents are resolved within defined SLAs.

3. Escalation & Coordination

• Escalate unresolved or critical issues to appropriate resolver groups following established escalation procedures.
• Support Major Incident Management (MIM) by assisting in bridge coordination, communications, and post-incident documentation.

4. SLA Monitoring & Reporting

• Monitor system availability, performance metrics, and SLA compliance.
• Generate operational reports on incidents, alerts, trends, and service performance.
• Highlight recurring issues and contribute to continuous service improvement initiatives.

5. Operational Excellence

• Participate in shift handovers, ensuring clear communication of ongoing issues and system status.
• Perform routine operational checks and health validations.
• Support audits, compliance checks, and operational reviews as required.

Required Skills & Qualifications:

1. Technical Skills

• Working knowledge of AWS cloud services, with hands-on exposure to EC2 operations and monitoring.
• Experience configuring and maintaining AWS CloudWatch alarms, metrics, and dashboards for cloud infrastructure monitoring.
• Basic to intermediate experience with Infrastructure as Code (IaC) using Terraform, particularly for CloudWatch configuration updates and monitoring automation. General coding or scripting knowledge (e.g., Python, Bash, or similar) is preferred.
• Knowledge of on-premises infrastructure monitoring using SolarWinds.
• Basic understanding of IT infrastructure components including networks (LAN/WAN, TCP/IP, DNS), servers (Windows/Linux), and applications.
• Hands-on experience using ServiceNow to log, track, and manage Incident and Service Request tickets in accordance with ITSM processes.

2. Core Competencies

• Strong analytical and troubleshooting skills.
• Ability to work under pressure in a 24×7 operational environment.
• Excellent communication skills, both verbal and written.
• Strong customer-service mindset with attention to detail.
• Good organizational skills with the ability to manage multiple incidents concurrently.

3. Education & Certification

• Diploma or Degree in Information Technology, Computer Science, or a related field.
• ITIL v3 or ITIL 4 Foundation certification is preferred.

• Understanding of Hitachi storage architecture and hardware configuration (such as G series, E series VSP and HCP platforms)
• Knowledge of Fiber Channel (FC), iSCSI, and NVMe.
• Knowledge of RAID grouping in SAN storage.
• Knowledge of using various Hitachi software platforms such as Hitachi Navigator and Hitachi Ops Center to manage Hitachi storage system.
• Perform Root Cause Analysis (RCA) for hardware failures or connectivity issues.
• Knowledge of TCP/IP on troubleshooting connections issue between devices
• Understand LUNs (Logical Unit Numbers) and DP-POOL in Hitachi storage to various platforms (Windows, Linux, VMware).
• Server management and troubleshooting skills.
• Understand the flow of incident report and case management to Hitachi support.
• Performance Monitoring: Monitor storage performance and capacity, ensuring optimal utilization and troubleshooting issues
• Storage Provisioning: Provision storage resources based on business requirements, including LUN creation, zoning, and mapping for Windows, Linux and Solaris Machines
• Security Management: Implement and enforce security protocols to protect storage resources from unauthorized access or data breaches.
• System Upgrades: Perform firmware and software upgrades on Hitachi storage systems, ensuring minimal downtime.
• Documentation: Maintain up-to-date documentation of the storage environment, including configurations, procedures, and policies.
• Vendor Management: Liaise with Hitachi and other vendors for support, maintenance
• Technical Support: Provide level 2/3 support for storage-related issues, ensuring timely resolution.