MSD INTERNATIONAL GMBH (Singapore Branch)

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Specialist, Technology Partnership

Primary Responsibilities

  • Oversee IT End User Support for Singapore.

  • Ensure IT Asset management process is followed, and records are up to date.

  • Ensure IT requests and incidents are handled by IT contractors as per SLA.

  • Work closely with global/regional support teams on IT initiatives implemented in country.

  • Provide guidance and training to junior staff and IT contractors

  • Assist Team/Country leader to oversee/participate in IT Projects

  • Review deliverables by junior staff and highlight to team/country leader on variance/high compliance

  • Incident & problem management (relative to sites) / Post-mortem

  • Educate and influence user behavior to utilize global standard procedures for IT service requests and incident tickets.

  • Monitor end-user client IT computing infrastructure operation to ensure its availability and stability.

  • Work closely with other IT colleagues in JCAP as One IT Team.

  • Support business initiatives through our company’s standard IT technology.

  • Plan IT equipment lifecycle refreshes and oversees successful implementation.

  • Interact with support and Company IT platform teams to support business when the service request or incidents are beyond what local country IT team can provide.

  • Familiar with our company’s procurement process

Education Minimum Requirement:

  • College or university degree in Computer Science, Information Systems, Engineering, or equivalent fields.

Required Experience and Skills:

  • Demonstrated a consistent track record of delivering customer-focused outcomes.

  • 5+ years’ experience in supporting IT operations including 3+ years hand-on experience in Microsoft Windows desktops, Microsoft Office Suite and HP network printer support and IT Telecom room management.

  • Experience in Manufacturing/Lab operations support will be an added advantage.

  • Process knowledge in service delivery, operations, and support (e.g. ITIL experienced).

  • Experience in vendor/contractor management.

  • Incorporates customer needs in policies/decisions and increases customer satisfaction with the provided services.

  • Strong interpersonal, collaboration skills with sense of empathy. Able to execute assignment with minimum supervision.

  • Excellent oral and written communication skills.

  • Good skillset to analyze issue and perform problem-solving.

  • Proactively participates in IT Team activities and provides support when needed.

  • Proactively seeks to understand business objectives and priorities.

  • Fully understands our company’s infrastructure technology standards, IT strategy and operating model.

  • Works well with other team members to recommend improvements to services.

  • Demonstrates a sense of service ownership and makes recommendations for service improvements.

  • Contributes regularly to improving knowledge management and has a strong commitment to continually improving service quality.

  • Network experience is preferred

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