System Management Engineer

Location: Singapore, Singapore

Thales people architect solutions at the heart of the defence-security continuum. Interoperable and secure information and telecommunications systems for defence, security, and civil operators, are based upon innovative use of radiocommunications, networks, and cybersecurity. We are ground breaking new digital technologies such as 4G mobile communications, cryptography, cloud computing and big data for use in physical protection systems, and critical information systems.

Thales established its presence in Singapore in 1973 to support the expansion of aerospace-related activities in the Asia-Pacific region. Throughout the last four decades, the company grew from strength to strength and is today involved in the primary businesses of Aerospace (including Air Traffic Management), Defence & Security, Ground Transportation and Digital Identity & Security. Thales today employs over 2,100 people in Singapore across all its business areas.

ROLE DESCRIPTION SUMMARY

Thales is seeking suitable candidate for the position of Engineer (System Management)

You will be looking after the governance of the infrastructure and systems for mission-critical Command and Control (C2) system that Thales Solutions Asia (TSA) have developed for government agency. You will be part of a team to manage the overall operations of the system, specifically in System & Ops Support Management, Contract Management, Project Management, Supply Support Management, Modification and Configuration Management, Engineering Support Management and Budget Management.

KEY ACTIVITIES AND RESPONSIBILITIES

As a System Management Engineer , you are accountable for:

Carry out system management and staffing efforts to support Operation & Support (O&S) activities required to maintain the systems’ Service Level Agreement (SLA) and operations like:

• Contract management by carrying out contract activities (e.g., contract variations request) that involve contract types such as hardware maintenance contracts, software license contracts and procurement of the security certificate.
• Ensure vendor meet SLA and abide to contractual obligations. And to support the administrative process for any non-conformance to vendor’s contract obligation, including:

-     System health monitoring, monitoring of system uptime and downtime.

-     Escalate issues according to process.

-     Manage and update any system incidents and update stakeholders.

• Sites support for all locations of the project.
• Patching:

-     Ensure patches are tested and verified before seeking approval for patching downtime.

-     Communicate system downtime to all stakeholders.

-     Ensure system availability after patching is completed.

• Review and implementation of Change Requests (CR) including requirement specifications, preparation, review and finalizing of CR/ solution from vendors, updating and seeking approval of CR from system owners, monitoring of CR progress, witnessing change completion and update of CR for closure.
• Support procurement like raising requests and queries for procurement, maintenance, service master contracts and service charges in bulk tender.
• Support power servicing ops, ensure power supplied are according to diagram, inform stakeholders, ensure power resumes and system availability.
• Obsolescence management – software licenses, hardware, OS and certificates.
• Manage Technical Refresh based on the asset lifespan, including GPC/OPC, Services and Infrastructure Migrations
• Review and track tech refresh timeline.
• Support the submission of security clearance for related vendors.
• Support the audit of Authority Furnished Spares for related vendors.
• Support activities such as baseline review and management, including operation and maintenance manual review.
• Providing technical advice and project management recommendations.
• Support invoice verification, budget monitoring and forecasting for areas such as services/products, event support, system enhancement, CR and ad-hoc jobs.
• Review and update of the documentation such as project handbook, meeting minutes and other system documents from vendor (e.g.: troubleshooting, user and operational guides.).
• Perform other related duties as assigned or requested

KEY KNOWLEDGE AND EXPERIENCE

To be successful in your role, you will have demonstrated and/or acquired the following knowledge and experience:

Preferred Skills and Experience:

• Working hours will be 0830 hrs to 1800 hrs (for Monday to Thursday) and 0830 hrs to 1730hrs (for Friday), excluding weekends and Public Holidays
• Outside of working hours, to provide online support via emails and group chats when required based on the priority and severity of issues related to the system
• Able to cope in a highly pressured fast-paced environment
• Prior working experience in operations or project management
• Able to understand the system and software architecture, and user operations environment
• Willingness to pick up any new technologies

Education

Diploma or Bachelor’s Degree in InfoSec/ Information Technology / Information Systems / Business IT or its equivalent

Relevant professional certifications, such as ITIL

Experience

Minimally 1-2 years of experience in Operations Support or Project Management and supporting mission critical systems with very stringent SLA e.g. 99.9%

Well-versed in operations best practices

Well-versed in IT Service Management (ITSM) standards, processes, guidelines and best practices

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!