SG | Lead/ Senior Lead, Data Centre Service Assurance

About the role

Key Duties and Responsibilities

As the Lead/Senior Lead, Data Centre Service Assurance (DCSA), you will support the Manager in leading the country’s DCSA function. As part of the DCSA team, you will drive operational excellence by monitoring and improving key operational and security processes, managing tools that support operations and customer service, and facilitating audits and certifications, all in alignment with STT GDC Group’s policies, standards, and best practices.

• Drive the change management process by conducting Change Advisory Board (CAB) meetings, reviewing and approving changes, and tracking KPIs to drive continuous improvement.
• Support incident management by acting as an escalation point, coordinating incidents responses, providing timely updates to stakeholders and reviewing process performance for continuous improvement.
• Monitor, review and improve the effectiveness of physical security controls, systems, and processes to ensure site security.
• Manage outsourced security service vendors for guard services.
• Establish and maintain management systems in accordance with ISO 27001, ISO 22301, and ISO 20000 standards.
• Support audits and the closure of findings to achieve and maintain certifications, and lead site-specific and customer-specific audits, attestations, and compliance exercises.
• Assist in managing ITSM tools and the customer support portal, including providing technical support and training to staff. Escalate issues to outsourced vendors and ensure timely resolution.
• Conduct training for operations staff on key processes including security, incident, change, and configuration management.
• Ensure all physical connectivity infrastructure within the site adherence to network standards.
• Support digitalization initiatives to automate operational workflows and tasks using tools such as Microsoft SharePoint and Power Platform.
• Assist in implementing Operational Technology (OT) cybersecurity tools to secure critical infrastructure.
• Support the deployment and maintenance of tools and dashboards for monitoring the health and performance of site critical infrastructure.
• Support health and safety processes, including pandemic response, and ensure compliance with EHS requirements.
• Report to management regularly on the performance of the Service Assurance function.
• Provide support for critical incidents and operational issues outside regular office hours, when required.
• Perform any other duties or projects as assigned by Management.

Requirements

• Minimum Diploma in Engineering, Information Technology, or a related discipline.
• At least 5 years of relevant work experience in a data centre environment, preferably in physical security or Data Center Network Layer 1/2 (L1/L2) deployment.
• Experience in managing web portal development projects and IT-related deployments.
• Familiar with or have a proven track record in leading certification programmes, including ISO/ISMS 27001, BCP related certification.
• Proficient with Microsoft Office applications, including Outlook, Excel, Word and Powerpoint.
• Relevant facilities management and/or data centre certifications, such as ITIL, CDCP, CDCS, would be an advantage.
• Experience or knowledge in incident management, change management, problem management, project and programme management, contract and vendor management, and environmental and health and safety management is preferred.

We thank you for your interest and effort taken to submit your application. Please be advised that only shortlisted candidates will be notified.