L1.

5 Team Lead

The service scope is to provide day to day support of delivery matters for managing NCS customer’s
requirements and Service Level Agreements. The services rendered includes:

• Managing and planning EMC L1.5 team 24x7 Operations schedule.

• Optimize existing and new Business projects if any.
• Reviewing policy and process for continue service improvement.
• Reviewing incident and RCA findings.
• Coaching new L1.5 engineer during onboarding.
• Participate in daily or weekly Operations and escalation meetings.
• Incident and Change management process owner.
• Generating Operations reports include any ad-hoc report request or resource breakdown
justification from management.
• Performs UAM Management
• Updating Operations documents
• Participate in Annual Audit review
• Single point of contract for internal and external customer escalation pertaining L1.5 team
• Service owner for quality, customer and security champion

L2 Engineer

• 8 hours shift rotation covering 24x7 Operations.

• Optimize existing Singtel Enterprise Business projects.
• Performs Moving, Adding, Changing and Deleting Change Request.
• Management, Configurations and Troubleshooting Cisco Platform as such router, switch, WAN
accelerator, wireless, etc.
• Performs L2 troubleshooting on Cisco products.
• Perform upgrade activity as such IOS version or devices.
• Performs Incident Management as per ITIL best practice.
• Performs other ad-hoc assignment.
• Managing high priority incident update over the call.
• Works and assist L1.5 team for Data related requests and incidents.