Total 3 lead buyer job vacancies in Customer Service category in Singapore

Responsibilities

• Design, develop, and implement custom AEM components, templates, and workflows to meet business requirements.

• Create reusable and scalable AEM components using Java, Sling, and HTL (HTML Template Language).Integrate AEM with third-party services, APIs, CRMs, ERPs, and marketing platforms.

• Work on content integration, workflows, and services using RESTful APIs, Sling Models, and Java services.

• Collaborate with the frontend team to develop responsive, user-friendly interfaces using HTML, CSS, JavaScript, and front-end frameworks.

• Implement AEM front-end libraries (e.g., Sightly/HTL) for dynamic and interactive pages.

• Develop custom workflows and logic within AEM to automate business processes and content publishing.

• Work with version control systems (e.g., Git) and CI/CD pipelines to deploy code efficiently to development, staging, and production environments.

• Provide ongoing support and maintenance for AEM-based systems, ensuring smooth operations and timely issue resolution.

• Perform system monitoring, identify issues, and troubleshoot common AEM problems such as performance degradation, content replication failures, or server downtime.

• Troubleshoot and optimize AEM’s performance by monitoring server logs, analyzing system resources, and making recommendations for improvements.

• Optimize caching mechanisms and implement best practices for AEM instance tuning.

• Provide timely support for production incidents, analyze logs, and resolve issues related to AEM components, workflows, or configurations.

• Work with the operations team to diagnose, resolve, and prevent AEM-related system outages or disruptions.

• Assist with AEM instance upgrades, patches, and hotfixes, ensuring minimal disruption to services and consistent platform performance.

• Ensure AEM is up-to-date with the latest security patches and software updates.

• Help manage backup and disaster recovery processes for AEM instances.

• Ensure AEM environments are recoverable in case of failure and that the platform meets business continuity goals.

• Work closely with cross-functional teams, including frontend developers, architects, system administrators, and business stakeholders.

• Provide technical advice to business teams and assist with troubleshooting and problem-solving for AEM-based projects.

• Create and maintain comprehensive documentation for AEM applications, components, workflows, and integrations.

• Document recurring issues and solutions to build a knowledge base for ongoing support.

• Assist in training team members on AEM development and troubleshooting best practices.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience with 3 or more years of relevant experience.

• Candidates with at least 5 years experience in AEM development, and at least 2 years in a lead or senior technical role will be considered for the Technical Lead role

• Strong experience with Adobe Experience Manager (AEM), including AEM Sites, Assets, Forms,Workflows, and DAM (Digital Asset Management).

• Expertise in AEM development using Java, Sling, OSGi, JCR (Java Content Repository), and HTL (HTML Template Language).

• Familiarity with AEM Dispatcher, caching, load balancing, and performance optimization.

• Strong experience with JavaScript, HTML, CSS, and front-end frameworks (e.g., React, Angular).

• Knowledge of RESTful APIs, Sling Models, and integration techniques with external systems and third-party tools.

• Experience with version control systems (e.g., Git, SVN) and CI/CD pipeline tools like Jenkins or Bamboo.

• Knowledge of Linux/Unix environments for AEM system administration.

• Familiarity with cloud-based environments such as AWS or Azure is a plus.

• Experience managing databases and NoSQL systems, particularly MongoDB and JCR repositories.

• Strong analytical and troubleshooting skills for resolving AEM issues and performance problems.

• Proficient in analyzing AEM logs (error, request, and access logs) and debugging issues.

• Experience with AEM security best practices, including managing user permissions and securing AEM instances.

Licence no: 12C6060

Responsibilities

• As Service Delivery Operations Lead, you will be responsible for overseeing the day-to-day operations of the service delivery team.

• Your day-to-day activities will involve managing the team's performance, ensuring timely delivery of services, and maintaining high levels of customer satisfaction.

• You should have advanced proficiency in Service Delivery and other skills such as Business Operation Management, Operational Excellence, and Delivery Excellence with advanced proficiency in each.

• Oversee the day-to-day operations of the service delivery team Ensure timely delivery of services and maintain high levels of customer satisfaction.

• Manage the team's performance and provide guidance and support as needed Collaborate with other teams to ensure seamless integration of service delivery solutions.

Requirements

• Bachelor Degree in Computing or related

• Requires a 3 - 5 years of experience and track record in managing large scale IT related projects.

• Good Communication Skill

• Good Troubleshooting and Analysis Skill

• Experience in managing a team of more than 5 people.

Licence No: 12C6060

Responsibilities

• Assist Helpdesk manager in managing day to day operation of Helpdesk

• Assist Helpdesk manager in managing client on the daily reporting

• Real Time Monitoring of daily operations to departmental objectives & KPIs are met

• Monitor agent’s weekly performance using available data

• Identify training and development needs of agents to bridge competency gaps.

• Work with trainers and QA to ensure agents are appropriately trained, coached and evaluated

• Ensure team members’ compliance in operations policies and processes

• Provide the necessary leadership/guidance to team members to achieve Contract SLA.

• Lead, motivate and supervise agents to ensure that Customers’ requests are answered promptly, of consistent quality, and in accordance to stipulated performance standards

• Coach and appraise Agents on their daily tasks and achievement of individual and departmental KPIs

• Conduct regular huddles / meetings with agents to ensure that they are kept informed about ongoing changes and updates (eg share important updates like survey participation rate, calls handled the previous day, unique cases so agents are kept updated)

• Ensure all knowledge base (eg. SharePoint/Confluence) for Helpdesk are all up to date

• Evaluate and resolve customer’s complaint and ensure that they are dealt with expeditiously and satisfactorily, reporting service failures to source and making recommendations to prevent recurrence.

• Continuously review roster to ensure optimal resource utilization, enhanced productivity, and sufficient coverage of both agents and Team Leads across Helpdesk operational hours

• Promptly alert and escalate potential issues to ensure minimum disruptions to Helpdesk

• Work closely with the Helpdesk Manager to communicate, implement and co-ordinate company policies and procedures to agents and ensure compliance

• Provide structured feedback and recommendations for tool and process improvements on an ongoing basis

• Perform other duties and responsibilities that may be assigned to you by the management for the effective implementation, maintenance, and continual improvement of Helpdesk.

• Provide regular staff engagement including but not limited to Daily Operations Floor Meeting,

• Monthly 1:1 coaching session with team members; Quarterly team bonding session

• To take over level 1 escalation from agents. To call user to resolve the issue for user.

• Live and inspire agents to live the corporate values, contributing to the success of company culture (1/Pride in Customer Excellence 2/Pleasure to work in a team 3/Respect your commitment)

Requirements

• Degree or diploma in any discipline.

• 3 to 5 years of work experience in the related field is preferred for this position.

• 3+ years of leadership experience directly managing others

• Strong time management skills and motivation to exceed expectations.

• Ability to multi-task

• Must be a strong communicator with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar, and articulation).

• Strong leadership skills

• Good knowledge and understanding of top-class customer experience.

• Passionate about how customer service can contribute to the success of any businesses.

• Proactive and positive in resolving issues.

• Experience with performance metrics

• Excellent written and verbal communication and interpersonal skills to coach, train and assist team members

Licence No: 12C6060