Rapid Deployment Operations Engineer WL-FRC2604015 016/01

Summary

The Rapid Deployment Operations Engineer will be part of the Rapid Deployment Operations Team, working closely with the Service Delivery, Support, and project teams. He/she will be involved in collaborating with stakeholders to serve, observe, own, and resolve technical issues, reducing fiction with production deployments and provide technical back-up when technical incidents arise.

Responsibilities

• Assist the Xcellink Service Delivery Team in ensuring that the service delivery standards are in accordance with Service Level Agreements between Xcellink and Customer.
• Provide regular feedback to Xcellink Service Delivery Team regarding any HR/Ops matters pertaining to the delivery commitments of Xcellink services
• Resolution of any operational issues that are highlighted by the Customer/Xcellink Service Delivery Manager.
• Execution of service recovery plans as and when necessary.
• May assist to conduct interview sessions and to determine the suitability of candidates for the fulfillment of various project requirements.
• May assist Xcellink Operations Lead in the management of project teams for the execution
• Coordinate with Xcellink Service Delivery Manager/ Customer Team Lead/ Ops Manager on the resolution of any breaches of Service Level Agreements by the Support Team.
• Attend monthly and quarterly Operations meetings/reviews between Xcellink Service Delivery Manager & Customer Team Lead/Ops Manager regarding adherence to Service Level agreements, technical, operational, and other relevant issues, where necessary.
• Integrate into Xcellink Operations project teams where required, to assist with the execution of project deliverables as and when designated by Xcellink Service Delivery Manager.
• Participate in meetings with the operational team pertaining to the execution of service quality improvement plans, or any operational-related driven agendas.
• Formulate training programs covering Technical Competency and Soft Skills.
• Design and maintain processes such as handover/takeover for succession purposes to ensure effective knowledge transfer between teams during any transitions, and initiation of new team members.
• Assist in the improvement of Xcellink’s service management and delivery by refining any existing operational process that may belong to Customer or Xcellink.

• Responsible for the conceptualization & creation of any training/process modules/documentation that may be implemented or utilised by Xcellink Service Delivery Team/ Customer Operations.
• To assist in ensuring the Support Team’s compliance with Customer Standard of Business
• To assist in ensuring the Support Team’s compliance with all Customer Business Control measures and to protect Customer intellectual property rights.
• Any other tasks as assigned by Supervisor/Operations Lead

• Diploma in Electronic & Engineering or Computer/IT related courses
• Minimum 2 years working experience in the IT industry (customer service / service delivery role is preferred)
• Has good understanding of ICT operations in any of the following - End-user support environment / Data Center / Cybersecurity SOC / Network Operating Center / Biometric Device Support.
• Service and Operational mindset.
• Has customer interface experience, excellent communicator and coordination skill, good written skill to draft report.
• Good learning skill and self-driven character, willing to take on challenges and changes.
• Strong client servicing willingness and ability. Capability and/or keen interest towards managing customer relationship issues.
• An adept conflict mediator and a trustworthy team member.
• Excellent verbal and written English.

We offer attractive remuneration package and opportunities for career progression.

Please clearly state your past work experiences, reasons for leaving, past and expected remuneration.

Only shortlisted candidates will be notified.