Manager – Non Unix

Role Summary:

The Manager – Non UNIX is responsible for overseeing the coordination and successful execution of preventive maintenance, incident management, and project delivery for non-UNIX systems. This role involves working closely with technical leads, monitoring incident tickets, ensuring Service Level Agreement (SLA) compliance, and managing project timelines. The Manager also plays a key role in technical team development, risk management, and providing support to sales teams with costing and technical input.

Main Job Tasks and Responsibilities:

Preventive Maintenance and Incident Management:

  • Collaborate with the Technical Lead to plan resources for preventive maintenance activities and review preventive maintenance reports.
  • Monitor the status of incident tickets, ensuring they are attended to according to SLAs.
  • Coordinate with multiple parties to resolve incidents, ensuring incident reports are submitted in a timely manner.
  • Monitor and ensure problem management reports are prepared and submitted promptly, coordinating technical teams to review and address issues.
  • Assist engineers in escalating incidents when necessary and ensure proper closure of tickets within specified timelines.

Project Management:

  • Plan and assign resources to ensure engineers with the right skills are assigned to appropriate tasks.
  • Monitor the status of projects to ensure they run smoothly, and conduct project meetings or reviews when required.
  • Ensure projects are closed and billed within stipulated timelines, providing monthly project updates for the Systems Tower Meeting.
  • Review project risks, highlight potential issues, and ensure they are addressed before project deployment.
  • Attend tender and Request for Proposal (RFP) meetings, providing input on Scope of Work (SoW) and man-day estimations.

Team Development and Support:

  • Identify and plan technical training programs to develop Level 1, 2, and 3 engineers, ensuring the team is equipped with the necessary skills.
  • Provide costing and technical support to the sales team on add-on products, assisting in defining technical requirements and project scope.

Risk Management and Communication:

  • Review and highlight risks related to project deployment, ensuring that all potential issues are identified and addressed before the project begins.
  • Ensure clear communication of project status, risks, and updates to senior management and stakeholders.
  • Maintain a focus on customer satisfaction by ensuring high-quality technical service delivery across all projects and support services.

Key Competencies:

  • Building Effective Teams
  • Customer Focus
  • Decision Quality
  • Interpersonal Skills
  • Listening
  • Planning & Priority Setting
  • Problem Solving
  • Technical Learning
  • Written Communication

Functional Competencies:

  • Hardware Infrastructure
  • Technical Infrastructure Architecture
  • Technical Product Evaluation and Selection
  • Technical Research and Development
  • Technology Trends and Best Practices

Key Measurements:

  • Customer Satisfaction (CSAT) Score: Ensure high levels of customer satisfaction through efficient project and incident management.
  • SLA Compliance: Monitor and ensure all incident tickets are resolved within SLAs.
  • Project Delivery: Track project completion, ensuring on-time closure and billing, and provide monthly updates.
  • Team Development: Ensure continuous development of technical skills across all levels of engineers.

Education and Experience:

  • Qualifications: Diploma or Degree in Information Technology or a related field.
  • Relevant Industry Experience: Minimum of 8 years of experience managing a technical team in an IT environment.
  • Technical Expertise: Proficiency in configuring and designing infrastructure solutions based on VMware, Microsoft, and storage solutions.
    • Expertise in VMware virtualization vSphere and Aria Operations
    • Strong knowledge of networking (TCP/IP, routing) and backup solutions (Veritas, Veeam, Dell Networker or Commvault).
    • Familiarity with SAN storage technologies (Dell, HPE, NetApp or PureStorage) is an added advantage.
    • Familiar with Microsoft Windows OS, Active Directory, DNS, DHCP, and Hyper-V.
  • Certifications: VMware Certified Professional, HPE (ATP or ASE), Veeam (VMCE), Dell Storage Certification (PowerStore or Unity), Veritas Certified Specialist are preferred. Additional certifications in MCITP, MCTS, MCSE, MCSA certifications or ITIL are advantageous.
  • Skills: Strong troubleshooting skills with experience in root cause analysis, project management, and technical leadership.
Location:   Petaling Jaya
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