Associate Director (Systems & Platform)

Updated: about 1 month ago
Location: Kent Ridge,

About NUS IT

NUS Information Technology is the cornerstone to providing reliable, high-performance and secure IT solutions and effective IT governance for the campus. Here at NUS IT, we aim to transform NUS into a borderless computing community providing knowledge at its fingertips by enhancing the use of effective applications and services for teaching and learning. 

We drive a culture that is forward-looking. With a strong passion for IT, our people are always striving to improve, push boundaries and innovate with a "can-do" attitude.  We embrace collaboration, open communication and knowledge sharing. If you see yourself thriving in a dynamic environment and breaking new grounds with innovative ideas, you will find yourself at home in NUS IT. 

As part of our team, you can look forward an empowered work environment that allows you to take charge of your own career path. We provide competitive remuneration as well as flexible work arrangements to enable your growth and development. We pride ourselves on our diverse workforce and are committed to transforming NUS into a leading global University shaping the future.

Job Description

Reporting to Head of Systems and Platform, you will be part of highly motivated and passionate IT team to drive the vision and strategy for the Infrastructure Operation and Support functions. The Associate Director sets the direction for systems, platform and database administration, day-to-day IT support and operations and quality assurance through the delivery of services as per business requirements; controls costs and managing the vendors to deliver a highly agile, efficient, sustainable operation and achieving service level excellence.

Duties and Responsibilities

The duties and responsibilities of the Associate Director include:
• Oversee the performance and deliverable of both the outsource vendors and NUS IT operational and support team functions to achieve the required agility, efficiency, sustainable operation, and services excellence.
• Provide inputs for IT operations and support strategy planning.
• Formulate strategy for service level agreements (SLAs) and improvements.
• Establish priorities for IT Operation and support activities, initiatives, and incident resolution.
• Set direction for continuous improvement of operational procedures and customer experience.
• Drive and oversee resolution of operations and any critical incidents impacting the IT services deliverables.
• Monitor and track both the NUS team’s and vendor achievements and key performance indicators.
• Oversee the execution of the organisation’s disaster recovery and business continuity plans.
• Oversee disaster recovery plan drills and activities to determine if technical criteria is met.
• Enforce processes and systems to ensure all infrastructure systems, platform, data and databases is complying to existing regulatory and organization policy and compliance.
• Serve as an internal change agent to drive IT operations and support process enhancements and innovation.
• Evaluate future technologies and the suitability of software and hardware upgrades and technology solutions.
• Set IT standards and governance through formulating policies, procedures and technical standards for IT operations and support.
• Managing resources and developing capabilities to support operation and project.
• Determine and follow through with corrective action to address non-compliances with SLAs, KPIs and audit finding.
• Participate, lead and oversee the team in audit response and closure of any audit finding.
• Plan, oversee the upgrade of any infrastructure components and tools reaching EOL/EOS.
• Oversee, track and present to management the cost recovery on usage of central IT resources (e.g. Compute, Data Centre facilities, storage and etc.).
• Oversee and streamline the sustainable, effective, and timely recovery of cost from NUS departments that uses central IT resources.


•  A relevant university degree with at least 12 years of relevant working experience.

•  At least 8 years of relevant experiences in infrastructure architecture and solutioning, infrastructure operation and support, and management of vendors.

•  Knowledgeable with strong understanding of various operational and security framework and best practices such as ITIL and ISO27001.

• Strong understanding of IT related services, processes and the governance that encompassed them.

• Good technical knowledge in at least one or more of the following technologies:

- Linux and/or Windows Operating systems administration.

- Systems, platforms and databases related security, automation and operational tools.

- VMware virtualize, public cloud administration and containers.

- ITSM and Monitoring tools.

• A fast learner and a good team player with passion to apply technology to solve business problems.

• Strong analytical ability and attention to detail with the ability to deep dive when required.

• Process strong communication and interpersonal skills able to communicate with various level of stakeholders.

• Able to prepare presentation slides, proposal and present well on the solution to various level of stakeholders.

More Information

Location: Kent Ridge Campus

Organization: NUS Information Technology

Department : Infrastructure - Systems & Platform

Employee Referral Eligible: Yes

Job requisition ID : 24187

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