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Jobs in Singapore   »   Jobs in Singapore   »   Customer Service Job   »   Service Desk Shift Team Lead (Major Incident Management| ITIL) – 12 months
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Service Desk Shift Team Lead (Major Incident Management| ITIL) – 12 months

Gmp Technologies (s) Pte Ltd

Responsibilities:

  • Overall responsible for the support to customers, execution of Standard Operating Procedures related to ITIL Processes such as Incident Management, Event Management and Request Fulfillment
  • 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.
  • Coordinate and collaborate with internal teams to facilitate timely incident resolution and request fulfillment.
  • 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.
  • Act as the senior on shift and ensure proper shift handovers.


Requirements:

  • Diploma or Degree in Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent
  • 3 years proven experience in managing all aspects of Major Incident.
  • At least 4 years of experience in telecommunications within a large-scale business environment.
  • At least 4 years of experience in a customer support role, preferably in a technical support or service desk environment.
  • Experience with developing training programs and delivering training.
  • ITIL V4 Foundation certificate and experience working with ServiceNow.
  • Agile, Six Sigma or related certifications
  • Having experience in the aviation sector is beneficial.


Additional info:

  • Ability to work in a shift-based schedule, including weekends and holidays, to provide 24/7 coverage.
  • 8am to 8pm (12hours, non-night shift)


To apply, please visit www.gmprecruit.com and search for Job Reference: 23981


To learn more about this opportunity, please contact Gia Grace at [email protected]


We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R23111973

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