Job Description

The Technical Service Lead role is for a StarHub subsidiary. This role coordinates and leads the overall technical delivery of the scope of services. Drives the quality of the delivered services on a day-to-day basis. First point of escalation (before Service Delivery Manager) for critical issues / high severity technical support.
•    Dedicated onsite Lead reporting to Service Delivery Manager 
•    Regularly review and monitor tasks (completed and ongoing) to ensure compliance with standards and ensure customer SLA are met
•    Monitor all team members’ performance and provide necessary advice and guidance 
•    Organise regular meeting and trainings to share with team members new techniques and methods to fulfil the SOP’s and SLA requirements 
•    Perform regular check of the operations to discover areas of weaknesses and fortify them 
•    Work alongside with the Service Delivery Manager, Service Desk Lead and customer resolver group on the service quality and improvement plan 
•    Submit reports on a regular basis to the Service Delivery Manager and customer management 
•    Provide solution to any complex IT issues escalated by the team members 
•    Suggest appropriate technologies to customer to be adopted to meet present and future demands of the business 
•    Perform regular appraisal of team member’s performance and devise strategies to help with improvement 
•    Analyse and provide new ideas for service improvement 
•    Manage staff movement and keep track of daily attendance and activities 
•    Perform other task that may be assigned by the Service Delivery Manager to fulfil customer satisfaction 
•    Implement and execute the SOP ensure customer satisfaction 

Requirements

• Bachelor Degree in Information Technology/Information System/Computer Science. 
• Business IT or other relevant disciplines. 
• ITIL 3 or 4 Foundation Certified.
• More than 5 years IT outsourcing experience with proven track records preferred
• Possess a full and broad understanding of services including EUC, System and Network technologies. 
• Technical knowledge in IT technology (EUC, System, Network, Backup/Restore). 
• Strong Technical knowledge in Windows OS, Power Shell Script, etc. 
• IT Services Management experience.
• Strong customer service focus. Self-motivated and pro-active in resolving issues and identifying new opportunities on the account. 
• Effective interpersonal skills, both written and presentation. 
• Strong analytical and problem solving skills, combines with the ability to provide quick resolution to problems.