Total 28 job vacancies by Opensource Pte. Ltd.

Junior System Engineer (NetBackup)

Job Scope

• Support Windows/Linux servers and daily system operations
• Monitor and manage backups using Veritas NetBackup
• Perform basic backup & restore activities
• Troubleshoot backup and system issues
• Assist in patching, upgrades, and health checks
• Maintain documentation and reports

Requirements

• 1–3 years of IT / System support experience
• Basic knowledge of Veritas NetBackup or similar tools
• Understanding of Windows/Linux environments
• Good troubleshooting and communication skills

Job Description

• Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards.
• Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and escalate lapses or complaints relating to the Service Desk Engineers to the EDX team.
• Leads the team to perform service recovery in the event of issues.
• Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves/urgent leave/ medical leave.
• Mentor, provide guidance and support to the Service Desk team.
• Lead and develop the service desk team, including hiring, training, and performance evaluations.
• Ensure the team knows how to use the provided ESM tool (e.g.ServiceNow) effectively for ticket management and service delivery.
• Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow.
• Identify and implement improvements along with updating of documentation for service desk processes and procedures.
• Foster a customer-centric culture within the team, emphasising excellent customer service.
• Attends regular meeting (weekly and monthly) with EDX Team and prepare weekly and monthly reports.
• Suggest and implement service improvement plans to enhance service delivery and employee satisfaction.
• Provide suggestions to the EDX team on what to update in the IT ServiceDesk playbook, ensuring it is comprehensive and current.
• Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.
• Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.

b. Education

• Degree in Computer Science, Information Technology, or a related field.

c. Certifications

• ITIL 4 Foundation Certification
• ITIL 4 Intermediate / Expert preferred
• Project Management Professional (PMP) or similar will be an added advantage.

d. Technical Skills

• Strong understanding of minimally end user computing devices, M365applications, network, endpoint protection and Video Conferencing/ AV solutions will be an advantage
• Proficiency in using ESM tools such as ServiceNow.

e. Experience

• Prior experience in a service delivery or IT management role within a corporate environment.
• Strong background in managing and leading IT Service Desk operations and teams for at least 3 years.

Ops Manager

a. Job Description

• Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards.

• Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and escalate lapses or complaints relating to the Service Desk Engineers to the EDX team.

• Leads the team to perform service recovery in the event of issues.

• Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves/urgent leave/ medical leave.

• Mentor, provide guidance and support to the Service Desk team.

• Lead and develop the service desk team, including hiring, training, and performance evaluations.

• Ensure the team knows how to use the provided ESM tool (e.g.ServiceNow) effectively for ticket management and service delivery.

• Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow.

• Identify and implement improvements along with updating of documentation for service desk processes and procedures.

• Foster a customer-centric culture within the team, emphasising excellent customer service.

• Attends regular meeting (weekly and monthly) with EDX Team and prepare weekly and monthly reports.

• Suggest and implement service improvement plans to enhance service delivery and employee satisfaction.

• Provide suggestions to the EDX team on what to update in the IT ServiceDesk playbook, ensuring it is comprehensive and current.

• Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.

• Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.

b. Education

• Degree in Computer Science, Information Technology, or a related field.

c. Certifications

• ITIL 4 Foundation Certification

• ITIL 4 Intermediate / Expert preferred

• Project Management Professional (PMP) or similar will be an added advantage.

d. Technical Skills

• Strong understanding of minimally end user computing devices, M365applications, network, endpoint protection and Video Conferencing/ AV solutions will be an advantage

• Proficiency in using ESM tools such as ServiceNow.

e. Experience

• Prior experience in a service delivery or IT management role within a corporate environment.

• Strong background in managing and leading IT Service Desk operations and teams for at least 3 years.