ENGIE Services Singapore is a leading provider of Integrated Facilities Management solutions (IFM), property management, operations and maintenance, specialised rail engineering works, sustainable solutions and FM Consultancy services.
ENGIE understands the integrated role of facility management and the value of it can be expanded beyond the traditional approach. As a total FM, specialized engineering and sustainable real estate solutions service provider, ENGIE offers a comprehensive range of technical, digital and support services customisable to best suit your unique needs.
Team Lead, Fault Management Centre
Responsibilities
- Lead and manage a team for monitoring, diagnosing, and resolving faults in operations & maintenance of facilities building.
- Responsible for incoming/outgoing calls, walkie-talkie calls, door intercom system, lift intercom system and email.
- Emergency handling and promptly address emergency issues related to facilities (e.g., air-conditioning failure, water supply leakage, power system issues).
- Check Systems’ status and serviceability and notifying relevant maintenance, contractor(s) and responsible stakeholders of any system faults/failures/defects for further action to be taken in accordance with the Standard Operating Procedures (SOP)
- Perform immediate restoration actions or system cutovers through any available terminals subject to the condition where client and/or the Maintenance Contractor approves of such action.
- Create/update/monitor the tickets into the Fault Management System (FMS) or any other fault monitoring system. Update configurations in FMS such as Categories, Nature of Fault, failure modes, support groups, contact list, contact Information, etc.
- Provide breakdown resolution and attend to faults and breakdowns of essential services to prevent business interruptions
- Support and participate in Table-Top Exercise (TTX) and Ground Deployment Exercise (GDX) where required.
- Process Improvement and continuously improve fault management processes, tools, and procedures.
- Work closely with technical teams e.g., Technician, Technical Officer and Engineer to address complex issues.
- Create and present reports for Engineering Maintenance Meeting (EMM) on the statistics of breakdown and performance of Service Partners, including FMC.
- To plan, manage and execute yearly contingency plan of operating FMC in backup location
Requirement:
- Degree in related discipline
- Minimum 5 years in call centre operations / FMC environment managing facilities management or a related field.
- Leadership Abilities: Strong leadership, communication, and problem-solving skills.
