Responsibilities:
- Execute Standard Operating Procedures related to the management of incidents and requests: Monitor the performance of our products and services, promptly executing operational procedures for resolution or, when necessary, escalation to ensure swift restoration.
- Deliver high-quality support to our customers by adeptly managing and triaging cases they bring forth.
- 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; Document all actions in accordance with standard company policies and procedures.
- 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.
Requirements:
- Minimum 4 years of demonstrated expertise in telecommunications within a large-scale business environment
- Minimum of 4 years proven experience in technical support or service desk environment, using ServiceNow.
- Minimum of 3 years proven experience in managing all aspects of Major Incident: Troubleshooting and problem-solving skills to diagnose and resolve technical issues effectively.
- Experience with developing training programs and delivering training. Strong documentation skills to accurately record customer, as well as internal interactions and resolutions.
- Ability to work in a shift-based schedule, including weekends and holidays, to provide 24/7 coverage.
- ITIL V4 Foundation certificate and experience working with ServiceNow; Agile, Six Sigma or related certifications will be an advantage
Additional info:
- Company industry: IT Solution for Airport industry
- Location: Loyang Way (Changi)
- Working arrangement: 8am to 8pm (12 hours day shift, including weekend) + Hybrid work arrangement (any 3 days WFO, 2 days WFH) - * During training period (around 6 to 7 months training), working hours would be Mondays – Fridays, 9am-6pm/10am-7pm
For more information, please visit to www.gmprecruit.com and search for Job Reference: 23971
To find out more about this opportunity, please contact Ai Linh at [email protected]
We regret that only shortlisted candidates will be notified.
GMP Recruitment Services (S) Pte Ltd | EA Licence : 09C3051 | VO UYEN AI LINH | Registration No: R 22109232
