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IT Operations Technical Lead (APAC)

IT Operations Technical Lead (APAC)

Job ID:  2149
Department:  IT Support
Category:  IT Support

Singapore, SG

Employment Type:  Permanent

Company Overview

Clarksons is the world’s leading provider of integrated shipping and offshore services, bringing our connections and experience to an international client base. Our intelligence adds value by enabling clients to make more efficient and informed decisions. Our global reach, local knowledge and expertise is what makes us unique.


To understand more about day-to-day life at Clarksons, and what you can expect from us as an employer, visit us at www.clarksons.com



Role Summary
We have a fantastic opportunity for an IT Operations Tech Lead to join our team in APAC region based out of Singapore. The person in this role will work as part of the IT Support team and will be a key point of contact for the End User community. Alongside the team, the person in this role will support the activities of desktop services.


This position would be great for someone with some experience in an IT Leadership support role who is keen to develop their leadership skills further. The ideal candidate will be passionate about delivering the highest standard of IT support, with a genuine interest in technology and its application and use in the business, as well as customer oriented with a desire to learn and develop a career in technical service delivery.


What you will be doing
• Work within the IT Operations Engineering team, you will be a key point of contact for user incidents & service requests.
• Deputise for the Divisional Director, IT APAC in their absence where needed.
• Drive and maintain set delivery standards through all incident and request queues, ensuring that no calls are unanswered or unassigned.
• Ensure adherence to the set KPI’s and CSF’s to support the IT strategic direction and objectives.
• Continuously look for and drive development / training improvements for the entire team.
• Help to lead, triage and resolve user incidents & service requests, taking ownership, trouble shooting and liaising with other IT teams to resolve and manage user expectations.
• Create and maintain accurate and concise ticket update/knowledgebase documentation within ServiceNow, with high focus on regional specifics.
• Educate colleagues on best practise, adoption and utilisation of technology, applications, and services.
• Work with the IT Manager to identify trends and spot potential problems.
• Improve and iterate on service support provision to the office.
• Ensure computers, printers and other peripherals are operational.
• Provide support with hardware and software maintenance.
• Assist in leading, championing and adhering to all global policies and processes to resolve issues and problems.
• Work locally and at a global level, the role will provide support, knowledge, and delivery request-based services that we can measure, improve, and iterate on.
• Ensure the mechanisms and measures are in place to ensure IT teams and on-site colleagues work safely and securely within the boundaries of the existing security parameters, security principles, and policies such as but not limited to – Acceptable Usage, Security Incident Management, Data Breach and Vulnerability management events.
• Act as the first management point of escalation and complete ownership for EMEA user incidents, service requests and service quality, with a set, agreed backlog of service improvement.
• Additional / ad hoc duties as needed to meet the needs of the business.


Team Management Responsibilities:
• Ensure succession, training and development plans are in place with each colleague in the team.
• Mentor, train, and coach teams locally on service management and technical development.
• Take the lead in local initiatives for the improvement of the team.
• Support the broader leadership team in achieving global level targets and ensuring companywide updates and passed and explained to all teams.
• Drive best practise approach through the teams across all avenues of work.
• Lead teams in actively encouraging, motivate and support a culture of learning and knowledge sharing.


What we are looking for

Experience & Knowledge
• Previous experience within an IT Support role.
• Previous experience within an IT Support Team leadership role.
• Good knowledge of ServiceNow ITSM.
• Customer oriented, with a passion for delivering excellent service and for continuous improvement of services.
• Excellent communication skills, able to provide technical support over the telephone, chat, or face to face.
• Professional manner with a strong work ethic.
• Good problem-solving skills, with a solution focused approach.
• Ability to adapt and handle a constantly changing flow of support calls and walk-up technical assistance.
• Ability to multitask effectively during busy times and remain calm during stressful situations.
• A team player who can work within a framework of procedure and policies.
• Self-motivated and able to use initiative.
• Flexible and willing to work outside of the core hours if necessary.
• Knowledge and some experience of products within the Microsoft 365 suite.
• Good working knowledge of Productivity and collaboration applications such as Teams, SharePoint, OneDrive, and Exchange would be advantageous.
• Knowledge and experience of –
o Active Directory & Azure Active Directory administration
o Server administration
o HP Servers and enterprise SAN solutions
• Able to learn quickly and work within a fast-paced environment.
• Desire to learn and to undertake on-the-job training and continuous personal development.

Knowledge/experience of the following are required:
• Active Directory, Exchange (both on-prem and M365)
• VMware (vCenter + Horizon)
• MS Office standard workloads (EO, EoP, Office, PowerPoint)
• Microsoft Server 2008 onwards
• HP Hardware incl DL servers and SAN’s
• Multi Factor Auth setup (MS MFA, DUO)
• MS Intune
• ServiceNow ITSM tool
• ITIL Foundation certification