The service operation is the key pillar in enabling our customer to maximize the use of our solutions that contribute to a greener, more sustainable aviation through the enablement of service optimization.
The incumbent will be reporting to the Regional Manager of the service operation, the Shift Lead is overall responsible for the support to our customers, in the execution of Standard Operating Procedures related to ITIL Processes such as Incident Management, Event Management and Request Fulfillment.
You will interact with the various functions within the organization such as Engineering & Technology, Customer Service, and Operations as well as other colleagues across the company, located in 20+ countries across the region.
Responsibilities:
• Execute Standard Operating Procedures related to the management of incidents and requests.
• Deliver high-quality support to our customers by adeptly managing and triaging cases they bring forth.
• Monitor the performance of our products and services, promptly executing operational procedures for resolution or, when necessary, escalation to ensure swift restoration.
• Manage Major Incidents including management of customer & internal communications, management of internal and external communication bridges with our top-tier customers and escalations up to leadership level.
• Invoke and manage crisis and security management processes.
• Coordinate and collaborate with internal teams to facilitate timely incident resolution and request fulfillment.
• Manage complex and escalated cases.
• Maintain accurate logs, incident reports and provide comprehensive updates to stakeholders.
• Document all actions in accordance with standard company policies and procedures.
• Collaborate with vendors and service providers, to address incidents and overseeing changes, ensuring effective communication, prompt resolution and minimal downtime.
• Use various tools to monitor, remediate and manage any ticket assigned.
• Identify and manage knowledge gaps and continuous improvement initiatives to enhance the overall efficiency of our operational practices
• Act as the senior on shift and ensure proper shift handovers.
• Develop training programs and provide on the job training.
Qualifications:
• Degree in a related field.
• Experience in the aviation sector.
• ITIL V4 Foundation certificate and experience working with ServiceNow.
• Agile, Six Sigma or related certifications
• Demonstrated expertise in telecommunications within a large-scale business environment.
• Proven experience in a customer support role, preferably in a technical support or service desk environment.
• Proven experience in managing all aspects of Major Incident.
• Commitment to continuous learning and staying updated with industry trends and best practices.
• Experience with developing training programs and delivering training.
• Fluent in English – excellent verbal and written communication skills.
• Customer service oriented with the ability to communicate technical topics and manage customers during critical instances.
• Strong time management and multitasking abilities to handle multiple customer inquiries simultaneously in a fast-paced environment.
• Troubleshooting and problem-solving skills to diagnose and resolve technical issues effectively.
• Ability to work in a shift-based schedule, including weekends and holidays, to provide 24/7 coverage.
• Strong documentation skills to accurately record customer, as well as internal interactions and resolutions.
• Ability to work both independently and collaboratively in a team-oriented environment.
• Adaptability, resilience, and a positive attitude towards handling challenging customer situations.
Working hours: 8AM to 8PM (12-hour day shift, including alternate weekends with an allowance provided).
* Hybrid work arrangement (any 3 days WFO, 2 days WFH)
* During the training period (approximately 6 to 7 months), training sessions will be held from Monday to Friday, from 9AM to 6PM OR from 10AM to 7PM
For more information, please visit to www.gmprecruit.com and search for Job Reference: 23965
We regret that only shortlisted candidates will be notified.
GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | Tang Lee Ling | Registration No: R1106845
