Job Description

We are seeking a highly motivated Service Delivery Manager to join our team. A dynamic and non-bureaucratic working atmosphere to perform individual\'s talent and career advancement environment. About us Datapath Network Sdn Bhd is a Malaysian company that provides IT solutions and services to businesses. We offer a wide range of services, including network infrastructure design and implementation, security solutions, cloud computing, and IT support services. Datapath Network Sdn Bhd is committed to providing high-quality and reliable services to its clients and strive to stay up to date with the latest technology trends and best practices to ensure our clients receive the best possible solutions. Datapath was founded in 2012 by a dynamic tech enthusiast with the belief of solving business problems using emerging technology. Since then, our company has grown to a team of over 30 employees. Our principal office is located in Klang Valley and our clienteles are across the nation APAC region. Responsibilities Planning, implementing, managing, monitoring, and upgrading security measures for the protection of the organization\'s data, systems, and networks. Lead the IT and application support functions across all locations Holding the teams to the highest standards, project discipline and accountability Ensuring accurate reporting and pro-actively initiating service improvement activities when required Monitor internal SLAs and KPI\'s along with peers in IT and business representatives. Monitor and audit service delivery; ensuring processes are in place and followed. Developing a deep understanding of projects to gain insights into the scope of service delivery Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews Develop, implement and maintain well documented and efficient IT service management policies, procedures and processes and ensure they are followed. Manage the overall performance of the team and ensure meet client\'s expectation. Handling of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required. Advise client on service improvement in ICT infrastructure and operation. Manage the implementation and enhancement of IT infrastructure projects. Remain current with developments in the technology field and evaluate the feasibility of incorporating newest solutions into IT workflows, processes, and procedures Mentor staff to build skills and capabilities, closing technology gaps within the team; Evaluate team and provide regular feedback, including year-end reviews; Establish policies and processes within the IT Operations function to support standardization and efficiency, meet customer KPI, and maintain systems security in line with industry best practices; Participate in a support structure which provides 24/7 365 days/year technical support on critical problems and advisory service for clients. Participate in system integration and user acceptance tests, and compile customer configuration profile documentations Daily administrative tasks, reporting, and communication with the relevant departments in the organization. Able to perform troubleshooting to solve complex technical issues. Performed scheduled night jobs activities with team members if require Requirements: Candidate must possess at least a Diploma in Computer Science/Information Technology or equivalent. Based in Johor Bahru Willing to work in support line with standby 24x7. Possess driving license and own car. Senior role with 7-8 years experience. Excellent knowledge of TCP/IP-based services, including DNS, DHCP, TFTP, SSH, SMTP etc. Excellent knowledge of internet routing protocols (RIP, OSPF, BGP, EIFRP, IGRP, etc) Excellent knowledge of Firewall/IPS/WAF and monitoring tools. Excellent knowledge of Virtualization technology (VMware, Hyper-V, Nutanix) Having experience in network/security technologies will be added advantage. (Cisco, HPE Aruba, Fortinet, Palo Alto, Checkpoint, Ruckus, Huawei, Sophos etc) Having relevant industry certification is a plus. Location: Johor Bahru

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