Information Technology Infrastructure Engineer

OLYMPUS CORPORATION, one of the Japanese leading manufacturers for medical field. Along with our business expansion in APAC, we are looking for suitable, qualified candidates for the following positions at our office.

This role supports to manage and maintain day-to-day IT operations and works with service providers to improve service operations and minimize business downtime. Moreover, it includes supporting continuous performance monitoring and implementing a customer-centric business approach as a result of cross-departmental efforts and initiatives.

Key accountabilities

1. IT Infrastructure Monitoring

• Orchestrate and control the day-to-day IT operations as part of the overall IT infrastructure.
• Review and supports all requests for services/solutions and assists regional IT in identifying and deigning business solutions exploiting data center infrastructure services
• Monitor and coordinate the operational processes and third-party service providers to ensure stable, safe and efficient IT operations.
• Oversee the change, incident and problem management process (backlog management) and collaborate with the relevant teams and external service providers.
• Monitor servers, networks, and computer systems ensuring that they work reliably and securely using dashboards and alert management systems.
• Oversee troubleshooting processes by launching alerting processes and coordinating service restoration.
• Perform capacity planning with the service provided and provide recommendations to optimize the business operation. - Monitors capacity versus utilization for hardware, system throughput, and licensing

2. Process Alignment

• Help streamline processes to ensure that support teams have the tools needed to drive customer satisfaction.
• Contribute to the alignment of service operations processes to the change, incident, and problem management processes (including incident logging, prioritization, and task assignment).
• Support the development of technical and process standards for IT infrastructure architecture.

3. SLAs and Performance Management

• Work closely together with the Provider Management to monitor SLA delivery of third-party service provider.
• Manages third party service delivery escalation.
• Work with service provider to improve levels of service availability and minimize downtime.
• Review performance statistics and feed into required reporting dashboards.

4. Continuous Improvement

• Help develop a customer-centric business approach with cross-departmental efforts and initiatives.
• Identify technical improvement and innovation potentials for IT infrastructure services and coordinate their implementation with external IT infrastructure service providers and internal application teams.
• Recommends appropriate actions on a timely basis to avoid performance degradation and/or oversubscription
• Improve the user experience and security of current IT infrastructure services and implement optimization measures together with other departments and external partners.
• Drive innovative and customer-oriented development and standardization of IT infrastructure services.

5. Other responsibilities / duties as assigned.

What we are looking for

• Bachelor's degree or higher in Business Informatics, Computer Science, Information Systems, Information Technology, Business Administration or (Business) Engineering (or equivalent and related experience preferred).
• Fluently speaking in English
• Minimum 3-5 years’ working experience in IT Service and/or Operations Management.
• Excellent knowledge of IT Operations within the respective focus areas.
• Experience working in Healthcare/MedTech industry desirable.
• Excellent understanding of IT processes with formal training in ITIL an advantage.
• Experience working with service providers for outsourced IT infrastructure services including contract and SLA management.