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Jobs in Singapore   »   Jobs in Singapore   »   Customer Service Job   »   Service Desk Shift Lead - ServiceNow (12hours shift / East / Contract)
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Service Desk Shift Lead - ServiceNow (12hours shift / East / Contract)

Gmp Technologies (s) Pte Ltd

Job Responsibilities:

  • Implement SOP for incident and request management, providing high-quality support to customers through efficient case triaging, and monitoring and resolving issues to maintain optimal product and service performance
  • Oversee major incidents, handling customer and internal communications, coordinating communication bridges with top-tier customers, and managing escalations up to leadership levels
  • Invoke and manage crisis and security management processes
  • 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.

Job Requirements:

  • Minimum 4 years of demonstrated expertise in telecommunications within a large-scale business environment.
  • Minimum of 4 years proven experience in a customer support role, preferably in a technical support or service desk environment.
  • Minimum of 3 years 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.
  • Good to have experience in the aviation sector.
  • Preferably with TIL V4 Foundation certificate and experience working with ServiceNow. And, Agile, Six Sigma or related certification

Additional Info:

  • 8am to 8pm (12 hours day shift, including weekend)
  • Hybrid work arrangement (any 3 days WFO, 2 days WFH)
  • For the first 6-7 months (Training Period), working hours would be Mondays – Fridays, 9am-6pm/10am-7pm


To apply, please visit www.gmprecruit.com and search for Job Reference: 23979

To learn more about this opportunity, please contact Yi Fang at [email protected]

We regret that only shortlisted candidates will be notified.


GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Law Yi Fang | Registration No: R1113115

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