Lead and manage the asset lifecycle process from procurement to asset disposal
Lead weekly team meetings with members in Asia
Work in conjunction with other IT Coaches on improving the quality of support services by identifying areas that need improvement through analysis, performance metrics reporting and identifying consistent and persistent problems from incidents
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Ensure network security solutions are implemented across all in-scope IT assets and perform ongoing verification to confirm completeness and accuracy of coverage.
Proactively identify opportunities to enhance and improve data security solutions.
Manage solution upgrades, patching, and technology refresh activities in line with RHB Group obsolescence, resilience, and patch management frameworks.
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Support and lead integration projects between ASRS/WCS and enterprise systems, working with vendors and internal stakeholders on data flows, system testing, troubleshooting, and go-live cutovers.
Configure, maintain, and monitor firewalls and network security across corporate and warehouse/ASRS networks. Implement appropriate network segmentation and access control policies to support IT convergence.
Review network traffic and security logs, manage firmware and security patching, and lead the prevention, investigation, and response to unauthorized access and security incidents.
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We are looking for a motivated and enthusiastic PROTÉGÉ candidate to join our Information Technology team. The candidate will assist in day-to-day IT operations, provide technical support to employees, and support the maintenance of IT systems, hardware, software and network infrastructure.
Oversee the day-to-day operations of the IT Assist team, ensuring adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Drive the maturity of the Incident, Request Fulfillment, Access Management, and Knowledge Management processes, leveraging the IT Service Management (ITSM) platform.
Monitor key IT Assist metrics (KPIs) such as First Call Resolution (FCR), Mean Time To Resolve (MTTR), Customer Satisfaction (CSAT), and backlog management.
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Collaborate closely with IT Assist, application/system vendors, internal system PICs, and cross-functional teams to troubleshoot and resolve application-related incidents and service requests.
Drive Continual Service Improvement (CSI) by identifying recurring issues, improving support processes, reducing dependency on Level 3 support, and recommending opportunities for automation and process improvement.
Provide Level 2 support for enterprise applications, end-user computing, system integrations, and related technology services.
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